Director, Customer Success Management

Avid•Remote - Massachusetts, MA

2d•$149,844 - $224,766•Remote

About The Position

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.

Requirements

Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
8–10+ years of experience in Customer Success, Account Management, or related field.
3–5+ years of experience in a leadership or management role.
Proven track record of driving customer satisfaction, retention, and expansion in a B2B SaaS or technology environment.
Strong interpersonal, communication, and presentation skills.
Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
Data-driven mindset with the ability to analyze KPIs and make informed decisions.
Experience scaling CS operations in a high-growth company.
Familiarity with customer segmentation, lifecycle marketing, and success planning.
Ability to work cross-functionally and influence without authority.

Responsibilities

Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction.
Define key performance indicators (KPIs) and success metrics for the Customer Success function.
Lead, mentor, and grow a high-performing Customer Success team.
Establish career paths and professional development plans for CSMs.
Oversee onboarding, adoption, and renewal processes to ensure a seamless customer experience.
Foster strong relationships with key customers, serving as a senior escalation point when needed.
Work closely with Sales, Product, and Marketing teams to identify upsell and cross-sell opportunities.
Ensure renewal targets and Net Revenue Retention (NRR) goals are met or exceeded.
Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce).
Create scalable playbooks and success plans to support the customer journey.
Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership.
Analyze customer data and trends to improve product adoption and customer experience.