Job Title: Director of Customer Success
Location: Denver, CO
Department: Customer Success
Reports To: VP of Customer Experience
Position Summary:
We are seeking a visionary and strategic Director of Customer Success to lead our global team of 10 Customer Success Managers (CSMs). This individual will be responsible for driving customer satisfaction, retention, and growth by ensuring customers realize maximum value from our solutions. The ideal candidate will bring strong leadership, customer advocacy, and operational excellence to scale and optimize our customer success efforts. This role requires a proactive leader who can influence cross-functional teams and align customer success strategies with broader business goals.
Key Responsibilities:
- Leadership & Team Management: Lead, mentor, and develop a high-performing global team of 10 CSMs, fostering a culture of accountability, customer centricity, and continuous improvement. Build and scale the customer success function in alignment with business growth.
- Customer Retention & Expansion: Drive customer retention, renewals, and expansion through proactive engagement strategies, identifying opportunities for upsell and cross-sell. Collaborate with leadership to define customer success initiatives that contribute to revenue growth.
- Customer Advocacy: Serve as a key advocate for customer needs, collaborating cross-functionally with Customer Education, Pro Services, Customer Care, Sales, Product, and Marketing to enhance the customer experience. Represent the voice of the customer in meetings and strategic decision-making.
- Operational Excellence: Establish and optimize customer success processes, including onboarding, adoption, health monitoring, and escalation management. Implement best-in-class methodologies and frameworks to drive efficiency and effectiveness.
- Metrics & Reporting: Define and track key performance indicators (KPIs), such as Net Promoter Score (NPS), retention rates, and customer lifetime value, to measure and improve customer success effectiveness. Provide executive-level insights and reporting to stakeholders.
- Customer Insights & Feedback: Gather and analyze customer insights to inform product development, service enhancements, and strategic business decisions. Work closely with product leadership to influence roadmap priorities.
- Strategic Planning: Develop and execute a customer success strategy aligned with business objectives, ensuring scalable and sustainable growth. Lead initiatives that enhance customer engagement and loyalty.
- Technology & Scaling: Identify, implement, and optimize customer success software solutions to enhance team efficiency, streamline workflows, and improve customer experience at scale. Evaluate tools such as CRM, customer health monitoring, and automation platforms to drive operational excellence.
Qualifications & Experience:
- 10+ years of experience in Customer Success, Account Management, or a related field, with 5+ years in a leadership role managing teams.
- Proven experience in a B2B SaaS, technology, or enterprise solutions environment.
- Strong executive presence and ability to build relationships with C-level customers and internal stakeholders.
- Experience developing and executing customer success playbooks and driving process improvements at scale.
- Data-driven mindset with experience using CS tools (e.g., Gainsight, ChurnZero, Totango) and CRM platforms like Salesforce.
- Excellent communication, presentation, and negotiation skills.
- Global experience working with diverse customer bases and cross-functional teams across multiple time zones.
- Proven ability to drive strategic initiatives that enhance customer engagement, satisfaction, and retention.
Why Join Us?
- Opportunity to shape and grow a global customer success organization.
- Work with innovative technology solutions that make a real impact.
- Collaborative, customer-focused company culture with a strong leadership team.
Compensation/Benefits Information (This section is only applicable to US
candidates):
Accuris states that the anticipated base salary range for this position is $120,000 to $150,000. Final base salary for this role will be based on the individual's geographical location as well as experience and qualifications for the role. In addition to base compensation, this role is eligible for an annual incentive plan as well as comprehensive benefits. For more information on benefits, please reach out to the recruiter assigned to the role.
About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. https://accuristech.com/
Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Other details
- Job Family - Client Services
- Job Function - Corporate Services
- Pay Type - Salary
- Employment Indicator - Regular
- Min Hiring Rate - $120,000.00
- Max Hiring Rate - $150,000.00
- Travel Required - No
- Required Education - Bachelor's Degree
