Sphera

Director, Customer Success

Sphera

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $124,000 - $186,000 per year

Job Level

Lead

About the role

  • Develop and execute a scalable Customer Success strategy aligned with company OKRs.
  • Build, lead, and mentor a high-performing Customer Success team (CSMs, onboarding, renewals).
  • Define customer journey stages, segmentation models, engagement frameworks, and health scoring.
  • Establish KPIs for adoption, retention, NRR, churn reduction, and customer satisfaction.
  • Ensure customers realize ongoing value and achieve their desired business outcomes.
  • Oversee onboarding, training, product enablement, and quarterly business reviews (QBRs).
  • Build strong executive relationships with strategic and enterprise accounts.
  • Drive proactive outreach programs that improve product usage and reduce risk.
  • Own customer retention and expansion metrics, including Gross and Net Revenue Retention.
  • Partner with Sales to support upsell/cross-sell motions and renewal planning.
  • Analyze account performance trends to identify expansion opportunities and churn drivers.
  • Implement CS processes, systems, and playbooks to scale efficiently (e.g., Gainsight, Totango, HubSpot, Salesforce).
  • Monitor customer health dashboards and develop risk mitigation strategies.
  • Provide regular reporting to leadership on customer insights, churn forecasts, and NRR performance.
  • Collaborate with Support and Product teams to drive product enhancements, prioritize feature requests, and refine workflows.
  • Serve as the internal voice of the customer and champion customer advocacy.
  • Partner with Product and UX to influence roadmap prioritization based on customer feedback.
  • Work with Marketing on customer stories, case studies, and advocacy programs.
  • Align with Sales leadership on handoff processes, SLAs, and lifecycle alignment.

Requirements

  • 7–12+ years of Customer Success, Account Management, or related client-facing experience in SaaS.
  • 3–5+ years of leadership experience managing CS teams.
  • Proven track record driving retention, NRR, and customer satisfaction in a subscription-based model.
  • Strong understanding of the SaaS customer lifecycle, onboarding best practices, and value realization frameworks.
  • Experience building and scaling Customer Success operations, metrics, and tooling.
  • Excellent communication, executive presence, and relationship-building skills.
  • Analytical mindset; able to interpret data to guide decision-making.
  • Bachelor’s degree required; MBA or relevant advanced degree is a plus.
Benefits
  • Medical, Dental, and Vision Insurance
  • Health Savings Account
  • Flexible Spending Account
  • 401(k) Retirement Plan with Company Match
  • Life and Disability Insurance
  • Critical Illness Insurance
  • Accident Insurance
  • Hospital Indemnity Insurance
  • Paid Time Off and Holidays
  • Flexible Working Schedule

Applicant Tracking System Keywords

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

Hard skills
Customer Success strategycustomer journey stagessegmentation modelsengagement frameworkshealth scoringKPI establishmentdata analysisretention metricsexpansion metricsSaaS operations
Soft skills
leadershipmentoringcommunicationrelationship-buildinganalytical mindsetexecutive presencecollaborationcustomer advocacystrategic thinkingproblem-solving
Certifications
Bachelor's degreeMBAadvanced degree