Director of Customer Success – Growth

3 days ago

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $215k - $225k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Mongoose

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Education • Artificial Intelligence • SaaS

Mongoose is a Conversation Intelligence Platform designed specifically for higher education, enabling institutions to enhance enrollment, student success, and alumni engagement through empathetic and AI-powered communication. It provides tools for real-time, two-way conversations via text, chat, and WhatsApp, transforming how colleges and universities interact with students and alumni. By leveraging data-driven insights, Mongoose helps institutions improve engagement, retention, and fundraising outcomes while maintaining compliance and ensuring secure communication.

51 - 200 employees

Founded 2009

📚 Education

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Lead the Post-Sale Operating Model: Build and scale a consistent, predictable operating rhythm across onboarding, adoption, renewal, and expansion. You’ll define lifecycle stages, exit criteria, health signals, and playbooks that give the team clarity, focus, and repeatability. • Own Retention & Expansion Outcomes: Build and operationalize a clear expansion strategy that turns customer value into revenue growth. You’ll define how the organization identifies expansion signals, sizes opportunities, qualifies commercial handoff, and executes renewals and upsell plays. Through strong coaching and disciplined inspection, you’ll protect gross retention and deliver consistent, segment-level NRR performance. • Elevate Customer Onboarding & Adoption: Ensure customers realize value quickly through a structured, outcomes-focused onboarding motion. You’ll strengthen success planning, usage improvement strategies, and adoption plays that deepen product engagement and health. • Provide Leadership Across CS & AM Functions: Offer strategic and operational leadership across Customer Success and Account Management, working through managers and team leads to elevate performance, coaching, accountability, and customer outcomes. • Run the Post-Sale Inspection Cadence: Evaluate existing strategy for QBRs, health reviews, renewal/expansion forecast calls, and performance inspections to ensure they create visibility, remove blockers, and drive proactive decision-making. • Develop a High-Performing Team: Coach and enable the post-sale organization to consistently deliver value. You’ll strengthen capability across onboarding, adoption, commercial execution, and client relationship management. • Partner Across Revenue, Product, Marketing, and RevOps: Serve as the connective tissue that aligns teams around a unified customer journey. You’ll bring customer insights into roadmap decisions, lifecycle communications, and forecasting. • Own Executive-Level Customer Engagement: Act as a senior escalation point for high-impact or at-risk accounts, strengthening alignment with institutional leaders and ensuring customers understand the value Mongoose delivers. • Forecast Retention & Expansion with Precision: Partner with Revenue Leadership and RevOps to forecast renewal and expansion performance, diagnose gaps, and ensure predictable outcomes across segments. • Champion the Voice of the Customer: Surface insights that inform product expansion opportunities, marketing narratives, customer advocacy, and strategic planning—ensuring every decision reflects what customers need to be successful.

🎯 Requirements

• Deep Post-Sale Leadership Experience: You bring meaningful experience leading Customer Success organizations in B2B SaaS, with hands-on ownership of onboarding, adoption, renewal, and expansion motions. A demonstrated track record of owning GRR and NRR outcomes with clear, measurable improvements at scale. • Strength in Building Operating Models: You know how to design and scale the systems, playbooks, lifecycle stages, health scoring, and inspection rhythms that bring clarity, consistency, and predictability to a post-sale organization. • Commercial Acumen & Expansion Mindset: You understand how to translate customer value into renewal stability and expansion opportunity. You can size, qualify, and sequence expansions, and you know how to coach teams to execute them with discipline. • Leadership Through Managers & Team Leads: You’ve developed leaders and high-performing teams by creating role clarity, building coaching systems, and elevating performance through accountability, empowerment, and clear expectations. • Data-Driven Decision Making: You’re comfortable diagnosing gaps through metrics and dashboards, using KPIs, forecasting, and coverage models to guide decisions—and ensuring your team acts on insights, not anecdotes. • Executive Presence & Customer Credibility: You can step into complex situations with senior stakeholders, manage escalations with steadiness, and reinforce value in a way that builds trust, alignment, and confidence. • Cross-Functional Collaboration: You work naturally across Revenue, Product, Marketing, Finance, and RevOps to create a unified customer journey, shared success metrics, and cohesive execution across the full lifecycle. • Ability to Navigate Complex Environments: You thrive in multi-stakeholder settings—like higher education or similarly complex industries—where value must be tailored, proven, and reinforced across diverse personas and decision makers. • A Builder’s Mindset: You enjoy bringing structure to evolving environments. You balance empathy and accountability, and you know how to create clarity, raise the bar, and scale systems as the team and business grow.