Director, Customer Success

📋 Description

• Lead retention and renewal outcomes for CSM team
• Manage up to 10 CSMs with NRR and renewal targets
• Oversee renewal cadence, forecasting, and escalation
• Coach CSMs as commercial owners with AEs
• Provide renewal forecast and risk governance
• Drive AI-enabled Customer Success and digital tooling

🎯 Requirements

• 8+ years in Customer Success/retention in B2B SaaS
• 4+ years leading CS or AM teams with quotas
• 3+ years in mortgage/fintech or financial services
• Proven GRR/NRR improvement and churn reduction
• Experience with tiered/segmented coverage models
• Hands-on with CS platforms (Planhat, Gainsight) and health scores

🎁 Benefits

• Employee Stock Option Plan
• Medical, Dental, Vision; HSA/FSA
• 401(k) with employer match; paid parental leave
• Flexible Time-Off; Short/Long-term Disability