Director, Customer Success
Gravyty
1d•Remote
About The Position
The Director of Customer Success is responsible for leading and scaling the Customer Success function for our student engagement line of business. This role ensures customers realize value from the platform, renew at high rates, and expand over time while building a high-performing, data-driven CS team.
Requirements
- 8+ years of B2B SaaS Customer Success or Account Management experience
- 3+ years of people management experience
- Proven track record of driving retention and expansion
- Experience leading Enterprise customer segments and executing on complex renewals
- Strong analytical, communication, and coaching skills
- Ability to balance strategic thinking with hands-on execution
- Collaborative leader with a bias toward action and continuous improvement
Nice To Haves
- Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics a plus
Responsibilities
- Lead, coach, and manage a team of Customer Success Managers
- Own customer retention, renewal, and expansion outcomes across segments
- Set customer success strategy, segmentation, and engagement models
- Establish success metrics, health scores, and operating rhythms
- Partner with Sales on handoffs, renewals, and expansion opportunities
- Collaborate with Product, Support, and Marketing to address customer needs and feedback
- Identify churn risks and drive proactive mitigation strategies
- Scale processes, playbooks, and tooling to support growth
- Build strong relationships with key Customer decision makers and act as a point of escalation as needed
- Review and optimize customer lifecycle metrics, health models, playbooks, renewal process
- Review customer health, adoption, and retention metrics
- Guide capacity planning, headcount modeling, and budget management
- Forecast retention and upsell performance, and cross-sell performance in partnership with sales
- Present CS performance and insights to executive leadership
- Champion customer-centric decision-making across the company
- Establish operational standards that ensure accurate documentation of customer success plans
- Support CSMs in complex customer situations and escalation
- Recruit, hire, onboard, and manage a team of best-in-class CSMs
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
51-100 employees
