Director of Customer Success

RMG Enterprise Solutions, Inc.•Addison, TX

About The Position

At Korbyt, we advocate for employees: the most valuable assets for any company. That’s what fuels our never-ending desire to help companies improve the way they communicate with the workforce. When a company can reach everyone, there is opportunity to capture attention and instill action through the delivery of relevant content, data and information. And an engaged, informed workplace achieves business success. We began as RMG Networks 40 years ago, with a heritage in broadcasting content. Today as Korbyt, our future is at the forefront of helping to transform the workplace experience. At the heart of every company are great people. We are a diverse group of people, working as teams to support each other, our partners and customers. If you have passion and integrity, love what you do, and care about making a difference, then bring your talents to Korbyt and help us transform the workplace experience. Our Customer Success team advises and guides our wide array of customers as they map any number of business needs to the Korbyt Anywhere platform. We ensure customers are educated, trained and ready to maximize their investment of our platform through impactful engagements, all focused on driving business and technical value. We work to understand a customer’s business, creatively provide solutions to challenges, and ultimately help their business innovate and transform using Korbyt Anywhere. The Director of Customer Success is responsible for leading the end-to-end customer lifecycle strategy, ensuring customers realize measurable value from Korbyt’s platform while driving retention, expansion, and advocacy. This role leads the Customer Success Manager (CSM) team and serves as the critical link between customers and internal stakeholders across Sales, Product, Support, and Marketing. The Director will define scalable processes, establish performance metrics, and build a high-performing, customer-centric organization aligned to company growth objectives.

Requirements

Bachelor’s degree in a related field or equivalent experience
6+ years of experience in Customer Success, Account Management, or related roles
4+ years of experience leading and developing teams
Experience in SaaS, digital signage, workplace experience, or space management solutions
Proven ability to drive customer retention and growth in a SaaS or recurring revenue environment
Strong analytical skills with the ability to translate data into actionable strategies
Strategic thinker who translates vision into executable plans — comfortable operating at the board level and in the weeds of daily operations

Nice To Haves

MBA or advanced degree
Experience scaling Customer Success teams and building processes from the ground up
Familiarity with Customer Success platforms and CRM tools

Responsibilities

Define and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, renewal, and expansion
Ensure customers derive maximum value from their investment, including full platform utilization and achievement of business outcomes
Standardize success plans, business reviews, and engagement models across the CSM team
Establish and evolve customer health scoring frameworks and lifecycle playbooks
Oversee customer advisory boards, executive engagement strategies, and advocacy programs
Own and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn targets
Partner closely with internal teams to support renewals, upsell, and cross-sell opportunities
Forecast retention and expansion performance with accuracy
Identify trends in customer data (usage, adoption, health) to proactively mitigate risk and drive growth
Ensure alignment between CSM activities and revenue outcomes
Lead, mentor, and scale a team of Customer Success Managers and related roles
Set clear performance expectations aligned to KPIs such as retention, adoption, and customer engagement
Coach team members on account strategy, executive engagement, and value-based upselling
Build a culture of accountability, collaboration, and continuous improvement
Manage team capacity, segmentation, and coverage models
Develop and execute the Customer Success strategy aligned with company goals
Build and optimize scalable processes, tools, and playbooks to improve efficiency and consistency
Create and operationalize programs such as customer risk management and lifecycle engagement models
Monitor dashboards and reporting to ensure performance against targets
Continuously evaluate and improve internal workflows and cross-functional processes.
Partner with Product leadership to deliver customer feedback, influence roadmap, and improve product adoption
Align with Sales leadership on account handoffs, renewal strategies, and expansion planning
Collaborate with Support leadership to ensure timely resolution of customer issues and improve customer experience
Work with Marketing leadership on customer storytelling, references, and advocacy initiatives
Build and maintain relationships with senior stakeholders across key accounts
Act as an escalation point for complex customer issues, ensuring timely and effective resolution
Lead executive business reviews and strategic account planning sessions
Develop deep expertise in customer challenges and map Korbyt solutions to business outcomes