Senior Director, Account Executives – Customer Development
Lyra Health
Senior Director, Customer Success
Vimeo
full-time
Posted on:
Location Type: Office
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $184,000 - $251,500 per year
Job Level
Senior
About the role
- Lead and scale the entire post-sale customer journey for strategic, enterprise customers
- Develop and execute comprehensive Customer Success strategy aligned with revenue growth and retention goals
- Oversee and optimize the customer lifecycle: implementation, onboarding, engagement, and renewals; assess, close or escalate process gaps
- Drive improvements in gross and net retention by managing customer health, mitigating risks, and identifying expansion opportunities
- Lead, mentor, and grow a high-performing team of Customer Success Managers; set performance goals and foster continuous improvement
- Partner with Sales, Product, Marketing, and Engineering to advocate for client needs and drive product innovation
- Act as an executive sponsor for key clients, building and nurturing C-level relationships to ensure long-term partnership
- Report to VP of Global Customer Success
Requirements
- 10+ years of progressive experience in Customer Success, Account Management, or a related customer-facing role
- At least 3-6 years in a leadership position
- Proven track record of building, scaling, and leading high-performing Customer Success teams at a B2B SaaS company
- Demonstrable experience in driving significant improvements in gross and net retention rates, specifically within strategic or enterprise client segments
- Deep understanding of the B2B SaaS business model and the entire customer lifecycle, from initial onboarding and implementation through retention, expansion, and renewals
- Strong strategic and analytical skills, with the ability to use data to inform decisions and drive business outcomes
- Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate across all levels of the organization
- Experience with Customer Success platforms (e.g., Gainsight, Catalyst, Vitally) and CRM software (e.g., Salesforce)
- A “roll up sleeves” attitude, bias to action, and the ability to thrive in a fast-paced, high-growth environment
Benefits
- This role also includes on-target commissions in addition to base salary
- Paid time off
- Generous 401k match
- Commuter benefits
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Fertility reimbursement
- Group term life insurances
- Wellbeing resources
- A wide range of benefits and perks that appeal to the variety of needs across our diverse employee base
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success strategycustomer lifecycle managementgross retention improvementnet retention improvementdata analysisB2B SaaS business modelonboardingimplementationexpansionrenewals
Soft skills
leadershipmentoringstrategic thinkinganalytical skillscommunicationpresentationinterpersonal skillsinfluencecollaborationcontinuous improvement
