Director of Customer Success

Nihal Designs

. Define and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, renewal, and expansion .

Posted 4/21/2026full-timeRemote • Texas • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Define and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, renewal, and expansion
Ensure customers derive maximum value from their investment, including full platform utilization and achievement of business outcomes
Standardize success plans, business reviews, and engagement models across the CSM team
Establish and evolve customer health scoring frameworks and lifecycle playbooks
Oversee customer advisory boards, executive engagement strategies, and advocacy programs
Own and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn targets
Partner closely with internal teams to support renewals, upsell, and cross-sell opportunities
Forecast retention and expansion performance with accuracy
Identify trends in customer data (usage, adoption, health) to proactively mitigate risk and drive growth
Ensure alignment between CSM activities and revenue outcomes
Lead, mentor, and scale a team of Customer Success Managers and related roles
Set clear performance expectations aligned to KPIs such as retention, adoption, and customer engagement
Coach team members on account strategy, executive engagement, and value-based upselling
Build a culture of accountability, collaboration, and continuous improvement
Manage team capacity, segmentation, and coverage models
Develop and execute the Customer Success strategy aligned with company goals
Build and optimize scalable processes, tools, and playbooks to improve efficiency and consistency
Create and operationalize programs such as customer risk management and lifecycle engagement models
Monitor dashboards and reporting to ensure performance against targets
Continuously evaluate and improve internal workflows and cross-functional processes.
Partner with Product leadership to deliver customer feedback, influence roadmap, and improve product adoption
Align with Sales leadership on account handoffs, renewal strategies, and expansion planning
Collaborate with Support leadership to ensure timely resolution of customer issues and improve customer experience
Work with Marketing leadership on customer storytelling, references, and advocacy initiatives
Build and maintain relationships with senior stakeholders across key accounts
Act as an escalation point for complex customer issues, ensuring timely and effective resolution
Lead executive business reviews and strategic account planning sessions
Develop deep expertise in customer challenges and map Korbyt solutions to business outcomes

Requirements

What you’ll need

Bachelor’s degree in a related field or equivalent experience
6+ years of experience in Customer Success, Account Management, or related roles
4+ years of experience leading and developing teams
Experience in SaaS, digital signage, workplace experience, or space management solutions
Proven ability to drive customer retention and growth in a SaaS or recurring revenue environment
Strong analytical skills with the ability to translate data into actionable strategies
MBA or advanced degree (Preferred)
Experience scaling Customer Success teams and building processes from the ground up (Preferred)
Familiarity with Customer Success platforms and CRM tools (Preferred)

Benefits

Comp & perks

Medical, Dental, Vision insurance, the first of month, following hire date
401k
Paid Holidays and PTO
Paid STD
Paid LTD and more....

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer journey mappingcustomer health scoringdata analysiscustomer risk managementperformance forecastingKPI alignmentvalue-based upsellingprocess optimizationSaaSrecurring revenue management

Soft Skills

leadershipmentoringcollaborationaccountabilitystrategic planningcommunicationcoachingrelationship buildingproblem-solvingcontinuous improvement

Certifications

Bachelor’s degreeMBA or advanced degree