Director of Customer Success

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $170k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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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 post-sale customer experience, customer satisfaction, retention, gross revenue retention, and net revenue retention • Develop and execute plans to reduce churn across regions and segments • Build a customer health scoring model using product usage, support activity, engagement, and renewal signals • Identify at-risk accounts and lead save plans with internal stakeholders • 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 • Design and deliver customer training through webinars, live sessions, office hours, and on-demand content • Promote underused platform features and modules • Build customer lifecycle touchpoints including onboarding follow-ups, periodic business reviews, and release updates • Partner with Marketing on customer-facing content, case studies, and references • Identify expansion opportunities and pass qualified leads to Sales • Partner with Sales and leadership to design the upsell motion, including lead criteria, handoff process, and follow-up expectations • Track CS-sourced expansion leads and report conversion to closed revenue • Support Sales during expansion conversations without owning the close • Share customer feedback, feature requests, and churn reasons with Product and leadership • Build Customer Success playbooks, processes, and reporting • Report on retention, churn, health, adoption, and CS-sourced pipeline • Lead, coach, and develop a small team • Define team structure, roles, and hiring plan as the customer base grows • Report to the CEO and collaborate with Sales, Product, Marketing, Implementation, and Support

🎯 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 CS 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 relevant KPIs with data-driven insights • Comfort with CRM and customer success tools, such as Salesforce • Ability to use product usage data • Strong written and verbal communication skills • Ability to simplify complex software and technical workflows • Comfort working 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 • Travel expenses or travel support implied by required business travel