The Brydon Group

Director of Customer Success

The Brydon Group

full-time

Posted on:

Location Type: Remote

Location: Illinois • Massachusetts • United States

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Salary

💰 $170,000 - $210,000 per year

Job Level

Lead

About the role

  • Develop and execute a comprehensive customer success strategy aligned with business objectives and revenue goals
  • Transform operations by implementing data-driven processes, playbooks, and success frameworks
  • Define and track key metrics (NRR, GRR, CSAT, NPS, product adoption, health scores) and use insights to drive continuous improvement
  • Partner closely with Sales, Product, Services and Marketing to ensure seamless customer journey and advocate for customer needs
  • Build a high-performance culture focused on customer outcomes, accountability, and continuous learning
  • Establish clear goals, performance metrics, and career development paths for team members
  • Lead a team of four customer success and customer support representatives
  • Optimize customer segmentation, engagement models, and resource allocation strategies
  • Implement and refine CS technology stack (CRM, CS platforms, analytics tools) to improve efficiency and insights
  • Create scalable onboarding, adoption, and expansion playbooks that drive consistent customer outcomes
  • Establish early warning systems and intervention strategies to reduce churn and identify expansion opportunities
  • Own executive relationships with key accounts and serve as an escalation point for complex customer situations
  • Conduct regular business reviews and strategic planning sessions with customers
  • Gather customer feedback and insights to inform product roadmap and go-to-market strategies
  • Serve as the voice of the customer internally, advocating for improvements across the organization

Requirements

  • 7+ years in Customer Success, Account Management, or related customer-facing roles in B2B SaaS
  • 3+ years in leadership positions, managing and developing high-performing teams
  • Proven track record of improving retention rates, driving expansion, and optimizing CS operations
  • Experience building scalable processes and implementing CS best practices in a growth-stage environment
  • Strong understanding of SaaS metrics, customer health scoring, and data-driven decision making
  • Prioritizing candidates in ET and CT given overlap with existing team working schedules
  • **Skills & Competencies**
  • Strategic thinker with strong execution capabilities and attention to detail
  • Excellent communication and presentation skills with the ability to influence at all organizational levels
  • Data-driven approach to problem-solving with proficiency in CS platforms and CRM systems
  • Strong business acumen with ability to connect CS activities to revenue outcomes
  • Change management expertise with a track record of successfully transforming operations
  • Collaborative mindset and ability to work cross-functionally in a remote environment
  • **Travel**
  • Ability to travel for on-site, in-person leadership meetings five times per year
Benefits
  • This is a full-time position where salary and equity will be based on experience; compensation will range from $170,000 to $210,000 USD per year.
  • - TestAssure offers employees a comprehensive benefits package including health insurance and a 401k / retirement plan with matching contribution.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success strategydata-driven processeskey metricscustomer segmentationengagement modelsresource allocation strategiesscalable processesSaaS metricscustomer health scoringchange management
Soft Skills
strategic thinkerexecution capabilitiesattention to detailexcellent communicationpresentation skillsinfluencedata-driven problem-solvingstrong business acumencollaborative mindsetability to work cross-functionally