Director of Customer Success

Lucra Sports•New York, NY

1d•Remote

About The Position

Lucra is a B2B gamified loyalty and engagement platform powering real-money competition, rewards, and engagement experiences for leading brands in golf, hospitality, and entertainment. Following our Series B raise, Lucra is entering its next phase of growth focused on revenue realization, scalable operations, and data-driven product differentiation. Customer Success at Lucra is not a support function — it is a core revenue engine and activation layer for our partners. This role ensures partners realize measurable business value from Lucra’s platform by driving adoption, retention, expansion, and operational excellence. Lucra is seeking a Director of Customer Success to own and scale our post-launch partner lifecycle. In addition to owning revenue retention, this role will serve as the deployment engine for Lucra’s partner marketing frameworks: operationalizing campaigns, activation strategies, and engagement playbooks developed by the Marketing team. If Implementations deploy the product, Customer Success deploys growth. This is a player-coach leadership role responsible for both strategic accounts and building scalable systems that make Customer Success a predictable revenue lever.

Requirements

7+ years in Customer Success, Account Management, or post-sales leadership
3+ years managing Customer Success or Account teams
Direct ownership or accountability for retention and expansion revenue
Experience operationalizing marketing or go-to-market frameworks within customer accounts
Strong understanding of SaaS retention metrics (NRR, GRR, churn, expansion)
Comfort presenting performance data to executive stakeholders
Highly data-driven decision-making

Nice To Haves

Experience in usage-based or marketplace-driven business models
Exposure to client-facing analytics and ROI storytelling
Experience deploying campaign-based engagement strategies at scale
Background in hospitality, entertainment, gaming, or loyalty ecosystems
Experience building CS functions in Series A–C environments

Responsibilities

Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
Drive renewals through demonstrated business value and measurable performance
Identify and develop upsell and expansion pathways in partnership with Sales
Build structured account growth plans tied to adoption and engagement performance
Ensure contract success criteria are clearly defined, measured, and communicated
Drive product adoption, activation, and sustained engagement
Translate platform usage data into actionable partner recommendations
Establish structured Business Reviews tied to measurable KPIs
Increase tournament frequency, user penetration, and engagement depth within accounts
Create standardized intervention frameworks for underperforming accounts
Operationalize Marketing-developed playbooks across customer segments
Ensure partners successfully execute: Campaign activation frameworks Launch playbooks Engagement and retention campaigns Cross-sell and upsell promotions
Act as the execution bridge between Marketing strategy and partner operations
Provide structured feedback to Marketing on campaign effectiveness and field learnings
Standardize deployment processes to ensure repeatability across accounts
Define and implement customer health scoring frameworks
Partner with Data to track adoption, revenue realization, and engagement metrics
Identify churn risk early and operationalize intervention workflows
Use data to prioritize account focus and team allocation
Build scalable Customer Success processes by segment (strategic vs standard operators)
Standardize communication cadence, renewal motion, and account documentation
Improve Implementations-to-CS handoff processes
Develop repeatable playbooks for: Adoption acceleration Campaign deployment Renewal readiness Risk mitigation
Ensure CRM and forecasting hygiene supports predictable revenue modeling
Serve as executive sponsor for key accounts
Elevate Lucra from tactical vendor to strategic partner
Surface customer insights that inform Product and Strategy decisions
Contribute customer success narratives to board and investor reporting
Hire, mentor, and develop Customer Success Managers
Build a team that is both relationship-driven and operationally rigorous
Establish performance metrics tied directly to retention, expansion, and playbook deployment success
Foster a culture of accountability and proactive ownership