Fast Facts
The Director of Customer Success will lead the Customer Success team focused on High School, Fan, and Youth Club segments, driving revenue retention and customer engagement.
Responsibilities: Lead and scale the Customer Success team, develop retention strategies, improve onboarding processes, and act as the voice of the customer.
Skills: 5+ years in Customer Success or Account Management, strong business acumen, data analysis skills, and excellent communication abilities.
Qualifications: Experience in the sports industry and a proven ability to drive change and influence stakeholder behavior.
Location: Lincoln, NE; must be open to relocating or working primarily in the office.
Compensation: Not provided by employer. Typical compensation ranges for this position are between $120,000 - $180,000.
Your Role
We are seeking a high-energy, strategically-minded, and empathetic Director of Customer Success to lead and scale our CS team focused on the High School, Fan and Youth Club segments. You’ll be responsible for defining, developing, and implementing our end-to-end Customer Success program. Your focus will be on providing the best customer experience possible, driving quantifiable value for our customers, and leading your teams to secure revenue retention and growth.
In this role, you’ll:
- Own the retention strategy. You'll develop, optimize, and direct a world-class Customer Success Program focused on driving portfolio engagement, minimizing logo churn (Gross Revenue Retention), and finding opportunities for expansion (Net Revenue Retention).
- Lead and scale the team. You’ll recruit, mentor, and lead a high-performing team of Customer Success Managers and their Leads/Managers, fostering a culture of empathy, accountability, and high performance.
- Be the voice of the customer. You'll serve as the executive "voice of the customer" by collaborating with Product to influence the roadmap, with Sales and Support to ensure smooth handoffs, and with Marketing to identify advocacy opportunities.
- Improve our processes. You’ll redefine, supervise, and ensure adoption of key processes, including the Sales-to-CSM-to-Support handoff, customer onboarding, and customer Quarterly Business Reviews (QBRs).
Our priority is to hire someone for this role who lives near our office in Lincoln or Omaha, Nebraska, or is open to relocating to either of these cities. We do ask our sales leadership to be in the office a majority of the week.
Must-Haves
- An experienced leader. You have 5+ years of progressive leadership experience in Customer Success, Account Management, or a related role within a SaaS or high-growth technology company, including 3+ years of leading and scaling teams of managers or individual contributors.
- Commercially-minded. You have demonstrable business acumen and a proven track record of owning and achieving revenue targets, specifically Net Revenue Retention and Gross Revenue Retention.
- Data-driven. You are highly skilled in interpreting product usage data, customer sentiment (like NPS and CSAT), and financial reporting to drive strategic action.
- An influential communicator. You can seamlessly shift from troubleshooting an issue with an end-user to presenting a comprehensive retention forecast to senior leadership, with a proven ability to win trust, influence senior stakeholders, and drive organizational change.
- Sports industry knowledge. You have a deep understanding of the high school or youth club sports industry landscape, perhaps as a former coach, athletic director, or sports tech professional.
Nice-to-Haves
- Domain empathy. You can instantly understand the goals and constraints of end-users, like coaches or athletic directors, and speak credibly about their challenges.
- Strategic & Commercial Acumen. You don't just solve problems; you design scalable processes that prevent them, and you view every customer relationship through a financial lens.
- Change Leadership. Proven ability to drive internal organizational change and influence external customer behavior to maximize product adoption.
Our Role
- Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
- Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
- Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
- Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech stack and hardware to do your best work.
- Support your mental and physical health. We care about our employees’ wellbeing. Our Employee Assistance Program, employee resource groups and fitness partner Peerfit have you covered.
- Cover your medicalinsurance. We have multiple plans to pick from to ensure you’ll have the coverage you (and your dependents) want, including vision, dental, fertility healthcare and family forming benefits.
- Contribute to your 401(K). Yep, that’s free money. We’ll match up to 4% of your own contribution.
Compensation
