Director of Customer Success
Uplinq
full-time
Posted on:
Location Type: Remote
Location: Arizona • United States
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Salary
💰 $190,000 - $250,000 per year
Job Level
About the role
- Architect the Customer Journey – Define the full lifecycle: onboarding, adoption, QBRs, and renewal workflows.
- Own a ≤14-day time-to-first-value SLA.
- Build and Lead the Team – Hire, onboard, and coach 4 onboarding specialists, 3 CSMs, and 2 support reps to create a proactive, outcome-focused CS culture.
- Drive Product Adoption and Account Health – Launch usage-based health scores, build automated alerting systems, and raise weekly active usage to 70%+.
- Own Retention and Renewals – Forecast retention with ±5% accuracy, and consistently hit ≥94% gross and ≥115% net revenue retention targets.
- Trigger Expansion – Collaborate with Sales to activate upsells tied to onboarding events and behavior-based playbooks—doubling per-customer expansion ACV.
- Voice of the Customer – Lead quarterly VoC reporting, identifying themes and influencing 50%+ of roadmap priorities in partnership with Product and Ops.
Requirements
- 7+ years in B2B SaaS Customer Success, with end-to-end ownership of retention, renewal, and expansion.
- 3+ years managing a book of $10MM–$40MM ARR, ideally across SMB or Mid-Market segments.
- Demonstrated ability to scale post-sale operations, build onboarding and CS teams, and implement repeatable playbooks and tooling.
- Strong fluency with health-score tooling (e.g., Gainsight, ChurnZero) and CRM/CS platforms (HubSpot, Salesforce Service Hub, or equivalent).
- Fintech, accounting, or other compliance-heavy industry experience strongly preferred—especially with technical onboarding and change management.
- Empathetic, data-driven leader who can inspire a team, de-escalate high-stakes conversations, and turn feedback into action.
Benefits
- Competitive salary and performance bonus
- Great health, dental, and vision coverage + 401(k)
- MacBook Pro + full tech stack + flexible PTO
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer journey architectureonboardingproduct adoptionretention forecastingrevenue retentionupsellinghealth score toolingpost-sale operationsrepeatable playbookschange management
Soft skills
leadershipcoachingdata-driven decision makingempathyteam inspirationde-escalationfeedback implementation