Director of Customer Success
Hiiya
full-time
Posted on:
Location Type: Hybrid
Location: Seattle • Washington • United States
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Salary
💰 $140,000 - $215,000 per year
Job Level
About the role
- Own North America NRR and Gross Retention performance, driving accurate renewal and expansion forecasting while partnering closely with Sales on account planning and growth strategy
- Serve as senior point of contact for major mobile operator accounts, building executive relationships across commercial, technical, and procurement stakeholders and developing long-term value realization plans that navigate complex enterprise and operator environments
- Identify and execute upsell and cross-sell opportunities across the customer base, leading structured risk identification and churn mitigation efforts while supporting contract renewals and commercial negotiations
- Design and refine engagement models across segments—from operator/strategic (high-touch) to enterprise/mid-market to SMB (scaled/programmatic)—improving onboarding, adoption, and QBR consistency while implementing clear health scoring and performance dashboards
- Lead and develop a lean team of Customer Success Managers, establishing clear performance expectations tied to retention and expansion, coaching on executive presence and complex account management, and building bench strength and future leaders
- Establish disciplined, repeatable processes that create accountability and improve performance without over-building infrastructure, raising commercial acumen across the team and ensuring Customer Success operates as a strategic partner to Sales and Product
- Travel required up to 25%
Requirements
- 7–10 years of experience in Customer Success, Strategic Account Management, or related post-sale roles, with minimum 2+ years leading a high-performing Customer Success organization and direct accountability for retention and expansion results
- Demonstrated success owning or materially influencing Net Revenue Retention (NRR), with strong forecasting discipline and revenue accountability in a Sales-led revenue organization
- Experience managing complex enterprise and/or telecom/mobile operator accounts preferred, with executive presence and ability to influence senior stakeholders across commercial, technical, and procurement functions
- Builder mindset with ability to create structure and accountability in lean, growth-stage environments—comfortable designing scalable systems without over-engineering or waiting for perfect infrastructure
- Data-driven with strong operational instincts, able to balance strategic account leadership with systematic approaches to customer health, risk identification, and expansion opportunity
- Proven ability to lead, coach, and develop high-performing teams, raising commercial acumen and accountability while building bench strength for future growth
- Strong judgment in navigating ambiguity, making tradeoffs between competing priorities, and operating with limited resources while maintaining high standards for customer experience and business outcomes
Benefits
- Employer-sponsored Insurance
- Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
- Health, flexible spending, and dependent care accounts
- Life, AD&D, and accident coverage, with company-paid life and long-term disability
- 401(k) with 3% company match (via Fidelity)
- Flexible vacation policy and paid company holidays
- Paid parental leave
- Work-from-home equipment stipend
- $1,000 annually to invest in your learning and growth
- $1,000/year in charitable donation matching
- Team lunch 2x per week
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Net Revenue Retention (NRR)forecastingaccount planningrisk identificationchurn mitigationcontract renewalsperformance dashboardscustomer healthdata-driven decision makingstrategic account management
Soft Skills
executive presenceinfluencing stakeholderscoachingbuilding relationshipscreating structureoperational instinctsnavigating ambiguitymaking tradeoffshigh standards for customer experienceteam development