Director of Customer Success

Relo Metrics

2d•$163,750 - $211,875

About The Position

The Director, Customer Success is responsible for leading the Sports Customer Success organization while directly managing a portfolio of strategic enterprise accounts. This player/coach role owns the execution of customer retention, expansion, and engagement strategies that drive Net Revenue Retention (NRR) and long-term client success. The Director partners cross-functionally to maximize customer outcomes, protect recurring revenue, and identify opportunities for sustainable growth.

Requirements

Bachelor's degree in Business Administration, Marketing, or Sports Management is required.
~7–10 years of experience in Customer Success or Account Management within SaaS or data analytics.
~2–4 years of experience directing and managing a multi-functional or sizable team.
Demonstrated success owning and managing a recurring revenue portfolio, with success exceeding retention, renewal, and expansion targets.
Experience managing enterprise and strategic customer relationships with executive-level stakeholders.
Proven ability to drive Net Revenue Retention (NRR) through a combination of engagement, value realization, renewal, and expansion strategies.
Experience leading customer-facing teams while simultaneously carrying personal ownership of high-value accounts.
Strong commercial acumen with experience forecasting renewals, identifying revenue risk, and building account growth plans.
Deep understanding of customer economics, renewal management, expansion strategy, and Net Revenue Retention drivers.
Ability to build credibility and influence with C-suite and senior stakeholders.
Expertise developing multi-threaded account plans that drive customer outcomes and revenue growth.
Strong ability to connect customer success initiatives to commercial outcomes and company financial goals.
Proficiency utilizing CRM and Customer Success platforms.
Exceptional communication and mentoring skills, with an ability to share information effectively and transparently across levels.
A collaborative team player who avoids internal politics, focuses on the big picture, and is willing to make tradeoffs to prioritize overall company success.

Responsibilities

Lead and manage the Customer Success team, setting functional goals and remaining fully accountable for group performance and customer satisfaction.
Contributes to and executes the strategic plan for the function. Track and drive progress against a long-term, function-specific roadmap that aligns with company financials and product adoption goals.
Recognize operational weaknesses or roadblocks within the CS journey, identifying opportunities to improve the quality, velocity, and efficiency of the team's work.
Maintain direct ownership of a portfolio of strategic enterprise accounts, serving as the executive sponsor and primary relationship leader.
Build trusted advisor relationships with senior client stakeholders, driving long-term engagement, adoption, retention, and growth.
Lead account planning and executive business reviews for key customers, aligning client objectives with measurable business outcomes.
Proactively identify expansion opportunities and execute account growth strategies.
Act as the escalation point for high-priority client situations while ensuring successful resolution and relationship preservation.
Own the Customer Success contribution to company revenue objectives, with direct accountability for retention, renewals, and expansion outcomes.
Develop and implement scalable renewal and upsell motions across the customer lifecycle.
Contribute to improving account health frameworks and risk mitigation strategies to proactively reduce churn.
Drive disciplined forecasting and reporting on renewals, retention, expansion opportunities, and revenue risks.
Work across organizational functions to maximize customer value and revenue growth.
Proactively identify, attract, and retain top talent to build out the Customer Success team.
Role model inclusive management practices, company values, and resilient behavior through times of change or challenge.
Manage and mentor team performance. Conduct regular performance reviews, providing the continuous coaching needed to ensure the team meets its metrics.
Act as a senior escalation point and voice for key accounts, ensuring premium client success and retention.
Own and drive team performance against revenue-based KPIs, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, expansion revenue, churn, and product adoption metrics.