Lucra Sports

Director of Customer Success

Lucra Sports

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
  • Drive renewals through demonstrated business value and measurable performance
  • Identify and develop upsell and expansion pathways in partnership with Sales
  • Build structured account growth plans tied to adoption and engagement performance
  • Ensure contract success criteria are clearly defined, measured, and communicated
  • Drive product adoption, activation, and sustained engagement
  • Establish structured Business Reviews tied to measurable KPIs
  • Create standardized intervention frameworks for underperforming accounts
  • Act as the execution bridge between Marketing strategy and partner operations
  • Define and implement customer health scoring frameworks
  • Build scalable Customer Success processes by segment (strategic vs standard operators)

Requirements

  • 7+ years in Customer Success, Account Management, or post-sales leadership
  • 3+ years managing Customer Success or Account teams
  • Direct ownership or accountability for retention and expansion revenue
  • Experience operationalizing marketing or go-to-market frameworks within customer accounts
  • Strong understanding of SaaS retention metrics (NRR, GRR, churn, expansion)
  • Comfort presenting performance data to executive stakeholders
  • Highly data-driven decision-making.
  • Preferred Experience
  • Experience in usage-based or marketplace-driven business models
  • Exposure to client-facing analytics and ROI storytelling
  • Experience deploying campaign-based engagement strategies at scale
  • Background in hospitality, entertainment, gaming, or loyalty ecosystems
  • Experience building CS functions in Series A–C environments
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

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

Hard Skills & Tools
Gross Revenue Retention (GRR)Net Revenue Retention (NRR)customer health scoring frameworksSaaS retention metricsdata-driven decision-makingupsell strategiesaccount growth plansperformance data presentationcampaign-based engagement strategiescustomer success processes
Soft Skills
communicationleadershiporganizational skillsstrategic thinkingcollaborationanalytical skillsproblem-solvingrelationship managementadaptabilityexecutive stakeholder engagement