Director, Customer Success Management
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Job Summary:
We are seeking a strategic and customer-focused Director of Customer Success Management to lead and scale our Customer Success team. This role is responsible for driving customer retention, satisfaction, and long-term value through proactive engagement and relationship management. You will lead a team of Customer Success Managers (CSMs), design scalable success programs, and partner with cross-functional teams to ensure customer needs are met across the lifecycle.
Key Responsibilities:
Strategic Leadership:
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Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction.
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Define key performance indicators (KPIs) and success metrics for the Customer Success function.
Team Management & Development:
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Lead, mentor, and grow a high-performing Customer Success team.
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Establish career paths and professional development plans for CSMs.
Customer Engagement:
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Oversee onboarding, adoption, and renewal processes to ensure a seamless customer experience.
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Foster strong relationships with key customers, serving as a senior escalation point when needed.
Revenue Retention & Growth:
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Work closely with Sales, Product, and Marketing teams to identify upsell and cross-sell opportunities.
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Ensure renewal targets and Net Revenue Retention (NRR) goals are met or exceeded.
Process & Systems Optimization:
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Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce).
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Create scalable playbooks and success plans to support the customer journey.
Voice of the Customer:
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Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership.
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Analyze customer data and trends to improve product adoption and customer experience.
Qualifications:
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Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
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8–10+ years of experience in Customer Success, Account Management, or related field.
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3–5+ years of experience in a leadership or management role.
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Proven track record of driving customer satisfaction, retention, and expansion in a B2B SaaS or technology environment.
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Strong interpersonal, communication, and presentation skills.
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Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
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Data-driven mindset with the ability to analyze KPIs and make informed decisions.
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Experience scaling CS operations in a high-growth company.
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Familiarity with customer segmentation, lifecycle marketing, and success planning.
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Ability to work cross-functionally and influence without authority.
Think this role is a good fit for you? Apply now!
To know more about Avid, please check our career’s page.
Pay Range US: 149,844 - 224,766 USD Pay Range Canada: 136,878 - 205,316 CAD
The salary range shown reflects the company's good faith full target range for this position at the time of posting. The company may update or modify this range at any time and endeavors to keep this posting current. Compensation decisions are based on factors including geographic location, experience, skills, education, and business needs. While the full range is posted for transparency, offers are typically made within the lower to middle portion of the range.
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