Director of Customer Success

Job not on LinkedIn

🕒 October 9

🇺🇸 United States – Remote

💵 $170k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Deep End Talent Strategies

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Deep End Talent Strategies is a comprehensive HR consulting firm that partners with growing organizations to attract, develop, and retain top talent. The company offers a variety of HR services including HR on Demand, Learning & Development, HR Assessment, Policies & Procedures, Outplacement Services, and Payroll Services. As a certified partner with the Predictive Index, Deep End Talent Strategies excels in talent optimization and offers tools like the H2L (Here to Learn) learning management system. This system provides a platform for housing, delivering, and tracking training content, with over 3,200 courses available. Deep End Talent Strategies aims to align employee and leadership development with business goals, offering customized solutions in compensation strategy, employee relations, teambuilding, and succession planning. Their tailored HR solutions are designed to enhance business results and team dynamics, serving both business and nonprofit sectors.

📋 Description

• Own the post-sale customer experience and turn the installed base into a source of retention and expansion revenue • Lead customer success strategy and execution while reporting to the CEO • Own customer satisfaction and retention across the global customer base • Design and deliver customer training through webinars, live sessions, office hours, and on-demand content • Drive feature adoption and identify customers who would benefit from additional products or capacity • Pass qualified expansion leads to Sales without owning the close • Design the upsell motion with Sales and leadership • Build customer health scoring using product usage, support activity, engagement, and renewal signals • Identify at-risk accounts and lead save plans • Run customer feedback programs such as NPS or CSAT and turn results into action • Serve as executive point of contact for key accounts and escalations • Build customer lifecycle touchpoints, including onboarding follow-ups, business reviews, and release updates • Partner with Marketing on customer-facing content, case studies, and references • Track CS-sourced expansion leads and report conversion to closed revenue • Share customer feedback, feature requests, and churn reasons with Product and leadership • Build Customer Success playbooks, processes, and reporting • Establish reporting on retention, churn, health, adoption, and CS-sourced pipeline • Lead, coach, and develop a small team of direct reports • Define team structure, roles, and hiring plan as the customer base grows

🎯 Requirements

• Successful experience in progressive B2B SaaS customer success roles • At least several years managing and developing a team • Demonstrated track record of improving retention and reducing churn • Experience building customer health scoring, lifecycle programs, and Customer Success playbooks • Ability to design and deliver engaging customer training, both live and on-demand • Experience partnering with Sales to identify and hand off expansion opportunities and build a repeatable upsell motion • Ability to identify, measure, and report on meaningful KPIs with data-driven insights to the CEO • Comfort with CRM and customer success tools, such as Salesforce, and product usage data • Strong written and verbal communication skills, including simplifying complex software and technical workflows • Comfort working directly with executive leadership and customer stakeholders at all levels • Willingness to travel approximately 25% as needed • Preferred: experience supporting customers in life sciences, clinical research, healthcare, or another regulated industry • Preferred: familiarity with CTMS, eTMF, or other clinical trial software • Preferred: experience supporting customers across the United States, Europe, and APAC • Preferred: experience in a private equity-backed or growth-stage company • Preferred: experience building or scaling a customer success function in a growing software company

🏖️ Benefits

• Annual performance-based bonus of 20% • Equity participation • Access to the company's benefits plan • Remote work arrangement • Approximately 25% travel as needed