Director, Customer Success - Hybrid/San Jose, CA area
Shopmonkey•Morgan Hill, CA
•Hybrid
About The Position
We are seeking a dynamic and experienced Director of Customer Success to lead our SMB, Mid-Market, and Enterprise Segments of the Customer Success team. This role will focus on driving customer retention, adoption, and expansion. The ideal candidate is passionate about customer experience, adept at managing an entire (SMB, MM, ENT) customer base, and experienced in optimizing team performance through data-driven insights and strategic initiatives. Please note this is a hybrid position, with 2-3 days/week on-site at our Morgan Hill, CA office for collaboration.
Requirements
- 10+ years in B2B SaaS Customer Success, with at least 5+ years in a people management role overseeing SMB, Mid-Market and Enterprise accounts.
- Proven ability to build, mentor, and scale high-performing teams.
- Excellent communication and relationship-building skills.
- Proven ability to leverage customer health scores, usage metrics, and retention data to proactively manage risk.
- Exceptional verbal, written, and executive presentation skills.
Nice To Haves
- Experience in automotive tech, field service management, POS, inventory management, or Vertical SaaS is strongly preferred.
Responsibilities
- Lead and mentor a team of SMB, MM, and Enterprise Customer Success Managers (CSMs).
- Establish clear KPIs, target account health metrics, and growth objectives for your team.
- Accountable for driving Net Retention Rate (NRR), Gross Revenue Retention (GRR), reducing logo churn, and identifying expansion opportunities alongside the Sales/Account Executive team.
- Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey and provide a positive customer experience.
- Leverage data and analytics to track team performance, customer health, and engagement strategies.
- Develop and refine CSM playbooks for onboarding, account reviews, risk mitigation, and expansion tailored to multi-shop operators.
- Partner closely with Product and Engineering teams to voice the unique workflow needs of large automotive repair operations.
- Prepare a 30, 60, 90-day plan outlining key milestones, strategies, and goals for onboarding and team development.
Benefits
- Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
- Short term and long term disability
- Employee assistance program
- Reimbursement for a personal health and wellness membership
- Generous parental leave
- 401(k) available upon hire
- 11 paid holidays
- Flexible time off - take the time off you need!
- Matching donations for approved charitable organizations
- Group volunteer efforts
- Company stock options
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
