Senior Director, Customer Success – Renewals

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Catchafire

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🤝 Non-profit

☁️ SaaS

🌍 Social Impact

💰 $3.9M Venture Round on 2017-02

Non-profit • SaaS • Social Impact

Catchafire is a platform designed to build capacity for nonprofits and enhance community impact through volunteer engagement. It offers tools for creating, tracking, and promoting volunteer opportunities while providing resources and solutions for nonprofit organizations. The company also focuses on employee engagement by developing volunteer programs that boost morale, increase charitable giving, and improve community service participation. Catchafire’s mission is to bridge paths between philanthropy, business, volunteers, and government to forge stronger communities and provide real-time social impact tracking and reporting.

📋 Description

• Own the team's renewal ARR targets and NDR goals and be accountable for outcomes, not just activity. • Define, track, and improve goals across the portfolio: NDR, expansion ARR, and renewal rate. • Present compelling renewal performance data, customer insights, and strategic recommendations to the ELT and Board with clarity and confidence. • Establish clear individual quotas for CSMs and run rigorous pipeline reviews, coaching to close gaps and reinforce high-performance behaviors. • Identify at-risk accounts early; lead and support intervention strategies before risk becomes churn. • Identify and activate expansion pathways beyond renewals, including partner referrals, case studies, peer convenings, and thought leadership visibility. • Build a disciplined account planning process that drives long-term strategy for each client relationship, not just quarter-to-quarter renewal management. • Serve as a key strategic partner to the leadership team, contributing to organizational planning, innovation, and partner impact strategy. • Champion the adoption of AI and advanced analytics to gain deeper client insights, predict needs, and personalize interactions at scale. • Represent Catchafire at industry conferences, webinars, and events to strengthen customer relationships, expand our partner network, and help identify opportunities for growth and collaboration.

🎯 Requirements

• 8 -10+ years of experience managing and leading Customer Success, Account Management, Sales, or other revenue-facing functions. • Experience managing teams with retention, expansion, or variable compensation goals. • Proven quota-carrying experience; you have owned a renewal or expansion ARR number, not just supported one. • Demonstrated track record of owning NRR and driving expansion within complex, multi-stakeholder enterprise accounts. • Strong cross-functional leadership skills with the ability to influence senior stakeholders and drive alignment across teams. • Demonstrated operational strength, including building processes, improving workflows, and driving forecast rigor. • Strong business judgment and comfort making decisions in ambiguous, evolving environments. • Strong analytical instincts; you use data to identify risk, prioritize effort, and communicate customer health clearly to internal stakeholders.

🏖️ Benefits

• health, dental, and vision coverage • 401k • unlimited PTO • Stock options • professional development stipend