Develop and execute a customer success strategy that enhances engagement, retention, and expansion.
Lead and mentor a team of CSMs, ensuring they have the tools and processes to drive measurable impact.
Own customer health metrics, proactively identifying risks and opportunities for growth.
Drive revenue expansion through upsells and cross-sells, ensuring a structured approach to growing ARR.
Collaborate cross-functionally with Sales, Product, and Support, aligning teams for a seamless customer journey.
Create and implement scalable playbooks and engagement models to improve operational efficiency.
Leverage data-driven insights to continuously optimize customer success initiatives.

Requirements

Minimum of 15 years of experience in customer success, account management, or a related field.
15+ years in a leadership role (Sr Director, VP, SVP, COO), managing a team of CSMs.
Proven track record of revenue growth through renewals, upsells, and customer expansion.
Experience in SaaS and subscription-based business models.
Experience with ERP solutions and their role in customer operations.
Expertise in Salesforce (required) and familiarity with customer success tools.
Strong operational and strategic mindset, with a focus on scalability and process improvement.
Background in K-12, Nonprofits, or Health & Human Services industries.

Benefits

We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
Stipend to help set up your ideal home office.
Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer success strategycustomer health metricsrevenue growthupsellscross-sellsSaaSsubscription-based business modelsERP solutionsSalesforceprocess improvement

Soft skills

leadershipmentoringcollaborationoperational mindsetstrategic mindsetdata-driven insightsengagementretentionexpansionteam alignment