Sr Director, Customer Success
About The Position
The Sr. Director, Customer Success will lead one of Vixxo’s strategic customer portfolios, owning retention, expansion, and overall customer health across a defined book of business. This role operates as a hybrid player-coach, directly managing key national accounts while developing a team of Customer Success account managers. You’ll sit on the commercial leadership team and will be one of the accountable leaders responsible for driving account retention, trade services expansion, and customer health across a portfolio of approximately 25 multi-site retail, QSR, C-store, and automotive accounts. You’ll partner closely with our Trade Operations and Account Operations teams (who own service delivery) to ensure your customers are well served. This role will play a critical role in strengthening executive-level customer relationships and driving Vixxo’s position as a trusted partner in managed facility services.
Requirements
- 8 to 12 years of progressive experience in customer success, account management, or enterprise/strategic sales in a B2B services environment
- 3 to 5 years directly managing a team of CSMs, account executives, or equivalent customer-facing individual contributors
- Demonstrated track record of delivering net revenue retention and multi-million-dollar expansion revenue in a portfolio context
- Experience selling and expanding multi-trade service programs, SaaS-enabled services, or similar recurring-revenue business services, facilities services offerings
- Multi-site customer experience: retail, QSR, C-store, grocery, healthcare, or similar industries with distributed location footprints working with facilities, finance and procurement customer executives
- Proficiency in Salesforce (or comparable enterprise CRM); you can build reports, coach reps on hygiene, and live in the platform daily
- Working familiarity with Gong (or a comparable conversation intelligence platform); you use it as a coaching tool, not just an audit trail
- Fluency in a consultative sales methodology (Challenger strongly preferred)
- Strong financial acumen: you can read a customer's P&L, understand gross margin dynamics, and present account economics to executives
Responsibilities
- Serve as the senior point of contact for 3–5 strategic national accounts
- Build executive-level relationships across Facilities, Operations, Procurement, and Finance
- Lead monthly business reviews and quarterly QBRs focused on strategic outcomes
- Act as the voice of the customer internally, ensuring alignment and responsiveness
- Own escalation management and ensure timely resolution of customer issues
- Develop a deep understanding of each customer’s facilities footprint and service mix
- Identify and drive expansion opportunities across trades, geographies, and service programs, including channel partner opportunities
- Build and present proposals, including pilot programs to support growth initiatives
- Partner with the Solutions and Pricing teams to structure and close deals
- Drive pricing discipline and support annual adjustments
- Serve as the customer’s internal advocate at Vixxo - monitoring account performance, customer sentiment, and operational trends
- Proactively identify risks and drive corrective actions
- Partner with Operations teams to improve service delivery outcomes
- Own retention across the portfolio with a focus on zero unplanned churn
- Bring customer insights into internal decision-making forums
- Lead, coach, and develop a team of 2–3 Customer Success account managers
- Establish clear expectations for account management and growth execution
- Conduct regular 1:1s, pipeline reviews, and coaching sessions
- Support team members in customer engagements and deal progression
- Maintain accurate pipeline and account data in Salesforce
- Drive forecast accuracy and pipeline discipline across the team
- Present monthly account performance, forecasts, and insights to leadership
- Enforce Vixxo’s sales methodology standards across your team, using conversation intelligence data to coach on methodology adherence
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
