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Customer Success Director

Bill Alexander Ford Lincoln

Location
Remote (Gillette, Wyoming)
Employment
Full-time
Level
Senior Level
Posted Today

About the Role

We are seeking a strategic and results-driven Customer Success Director to lead and scale our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle.

Skills

Strategic Leadership Customer Retention Team Development Data-Driven Decision Making Executive Communication Cross-Functional Collaboration Account Management Customer Lifecycle Management Churn Reduction KPI Tracking CRM Negotiation Relationship Management SaaS Onboarding Expansion Revenue

Perks

  • Remote work environment

Full job details

We are seeking a strategic and results-driven Customer Success Director to lead and scale our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion by developing high-impact engagement strategies and overseeing the end-to-end customer lifecycle. The ideal candidate is a strong leader with a proven track record in customer success, account management, and team development within a remote environment.

Key Responsibilities

  • Define and execute the overall customer success strategy aligned with company objectives and growth targets.
  • Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs).
  • Oversee the full customer lifecycle, including onboarding, adoption, retention, and renewal processes.
  • Develop and implement programs to improve customer satisfaction, reduce churn, and increase lifetime value.
  • Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), customer retention rate, and expansion revenue.
  • Collaborate with sales, product, marketing, and support teams to ensure a seamless customer experience.
  • Act as an executive sponsor for key accounts, building strong relationships with senior client stakeholders.
  • Analyze customer data and feedback to identify trends, risks, and growth opportunities.
  • Drive customer advocacy initiatives, including testimonials, case studies, and referrals.
  • Lead escalation management and ensure timely resolution of critical customer issues.

Qualifications

  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field; MBA preferred.
  • 8–12+ years of experience in customer success, account management, or client services, with at least 3–5 years in a leadership role.
  • Proven experience managing and scaling customer success teams in a SaaS, technology, or service-based environment.
  • Strong understanding of customer lifecycle management and retention strategies.
  • Excellent leadership, coaching, and team development skills.
  • Exceptional communication, negotiation, and relationship management abilities.
  • Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
  • Data-driven mindset with strong analytical and problem-solving skills.
  • Ability to operate effectively in a remote, fast-paced, and cross-functional environment.

Core Competencies

  • Strategic Leadership
  • Customer Retention & Growth
  • Team Development & Coaching
  • Data-Driven Decision Making
  • Executive Communication
  • Cross-Functional Collaboration

Benefits

  • Flexible remote work environment
  • Competitive hourly compensation
  • Performance-based incentives and bonuses
  • Leadership development and career advancement opportunities
  • Collaborative and innovative company culture