Customer Success Lead

Tribute Technology

About The Position

Tribute Technology is seeking a commercially driven and strategically minded Director of Customer Success to lead client engagement, retention, and expansion across our growing customer base. Reporting directly to the Vice President of Customer Success, this leader will own retention performance and play a key role in maximizing Net Revenue Retention and customer lifetime value.

Responsibilities

Lead the customer success team, enhancing customer satisfaction, adoption, and long-term growth
Own and deliver against NRR and GRR targets, driving sustainable revenue growth
Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch
Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion
Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency
Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio
Lead outcome-driven engagements by codifying segment-level ROI frameworks and success criteria, creating repeatable success models that improve scalability, consistency, and retention outcomes.
Establish early-warning signals and automated risk identification to proactively improve retention outcomes
Drive retention strategy while partnering cross-functionally to unlock expansion opportunities
Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health
Manage and coach a team of CSMs operating in mid-touch, low-touch, and pooled engagement models
Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness
Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners