Director, Customer Success

Gravyty • Full-time • Remote (United States) • 1m ago

Fast Facts

The Director of Customer Success will lead and scale the Customer Success function focusing on student engagement, ensuring high customer value realization, retention, and expansion while managing a data-driven team.

Responsibilities: Responsible for customer retention, renewal, and expansion outcomes; leading a team of Customer Success Managers; establishing customer success strategy and metrics; collaborating with Sales and other departments; and handling customer escalations and success metrics optimization.

Skills: 8+ years in B2B SaaS Customer Success or Account Management; strong people management; analytical skills; experience with CS platforms such as Gainsight or ChurnZero; and excellent communication and coaching skills.

Qualifications: Proven track record in retention and expansion; experience with Enterprise customer segments; and a collaborative leadership style with a focus on continuous improvement.

Location: Remote, US

Compensation: Not provided by employer. Typical compensation ranges for this position are between $120,000 - $180,000.

Director of Customer Success

Location: Remote, US

Department: Customer Success

Reports to: CCO

Purpose

The Director of Customer Success is responsible for leading and scaling the Customer Success function for our student engagement line of business. This role ensures customers realize value from the platform, renew at high rates, and expand over time while building a high-performing, data-driven CS team.

Mission & Goals

Own customer adoption, value realization, retention, and expansion performance
Define Customer segmentation, engagement, and operating models for CSMs to maximize Net Retention performance
Lead and develop Customer Success Managers to set the standard of a best-in-class Customer Success organization
Establish scalable, repeatable customer success motions
Act as the internal voice of the customer and be the center of customer advocacy
Partner cross-functionally to improve the end-to-end customer experience
Use data and insights to proactively manage customer health and outcomes

Responsibilities

Lead, coach, and manage a team of Customer Success Managers
Own customer retention, renewal, and expansion outcomes across segments
Set customer success strategy, segmentation, and engagement models
Establish success metrics, health scores, and operating rhythms
Partner with Sales on handoffs, renewals, and expansion opportunities
Collaborate with Product, Support, and Marketing to address customer needs and feedback
Identify churn risks and drive proactive mitigation strategies
Scale processes, playbooks, and tooling to support growth
Build strong relationships with key Customer decision makers and act as a point of escalation as needed

Main Tasks

Review and optimize customer lifecycle metrics, health models, playbooks, renewal process
Review customer health, adoption, and retention metrics
Guide capacity planning, headcount modeling, and budget management
Forecast retention and upsell performance, and cross-sell performance in partnership with sales
Present CS performance and insights to executive leadership
Champion customer-centric decision-making across the company
Establish operational standards that ensure accurate documentation of customer success plans
Support CSMs in complex customer situations and escalation
Recruit, hire, onboard, and manage a team of best-in-class CSMs

Qualifications

8+ years of B2B SaaS Customer Success or Account Management experience
3+ years of people management experience
Proven track record of driving retention and expansion
Experience leading Enterprise customer segments and executing on complex renewals
Strong analytical, communication, and coaching skills
Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics a plus
Ability to balance strategic thinking with hands-on execution
Collaborative leader with a bias toward action and continuous improvement