Director of Customer Success

First Due

3h•Remote

About The Position

First Due is seeking a Director of Customer Success to manage a team of Customer Success Managers (CSMs) supporting a large, diverse portfolio of customers across the United States & Canada. This role is ideal for a leader who thrives in a scaled customer success environment, balancing team development, operational rigor, and customer outcomes. You will be responsible for driving retention, adoption, and growth across a cohort of customers while building a high-performing, metrics-driven team.

Requirements

5+ years of experience in Customer Success, Account Management, or related roles.
2+ years of experience managing or mentoring customer-facing teams.
Experience managing complex customer portfolios.
Proven ability to drive retention and growth in a SaaS environment.
Excellent communication, coaching, and leadership skills.
All applicants must be authorized to work for any US employer in the United States.
Hiring is contingent upon candidates successfully passing a criminal background check.
As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify.

Responsibilities

Lead & Develop a High-Performing Team: Manage a team of Customer Success Managers supporting a large portfolio of customers. Provide ongoing coaching to improve customer engagement, product adoption, and commercial outcomes. Conduct regular 1:1s focused on performance, development, and account strategy. Foster a culture of accountability, ownership, and continuous improvement. Act as an escalation point for complex customer situations.
Own Customer Outcomes at Scale: Oversee the health and performance of customers across the U.S. & Canada. Ensure consistent execution of the customer lifecycle, including onboarding, adoption, and renewal readiness. Proactively identify and mitigate risk across the portfolio. Drive strategies to improve retention, product usage, and expansion opportunities.
Drive Performance Through Metrics: Own and manage team KPIs, including Gross & Net Revenue Retention (GRR / NRR), customer health and adoption metrics, renewal and churn rates, and expansion performance. Monitor individual and team performance through regular reporting and scorecards. Use data to inform coaching, prioritization, and decision-making.
Establish Strong Operating Cadence: Run weekly team meetings focused on performance, priorities, and best practice sharing. Lead structured 1:1s to coach CSMs on account management and strategy. Drive quarterly planning to align team goals with company objectives. Ensure clear visibility into risks, opportunities, and team progress.
Operationalize and Scale Customer Success: Ensure consistent execution of customer success playbooks across the team. Identify opportunities to improve processes, systems, and efficiency. Leverage internal tools to monitor engagement and outcomes. Partner with leadership to evolve scalable customer success strategies.
Collaborate Cross-Functionally: Partner with Sales, Support, and Product teams to deliver a seamless customer experience. Advocate for customer needs and feedback internally. Align on renewal strategy, escalations, and growth opportunities.