Director of Customer Success – Retention and Growth

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $98.5k - $183k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 4%

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.

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RELX

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

RELX is a global provider of information-based analytics and decision tools for professional and business customers. The company focuses on enabling its clients to make better decisions, improve results, and enhance productivity by leveraging advanced technology and data. RELX serves various sectors, including Risk, Scientific, Technical & Medical, Legal, and Exhibitions, by offering specialized information and analytical tools that facilitate critical decision-making. The company is committed to corporate responsibility and delivering societal benefit through its products by contributing to scientific advancement, legal justice, and effective market transactions.

📋 Description

• Lead, coach, and develop a team of five Customer Success Managers • Establish a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development • Build and execute customer success strategies supporting company growth and retention goals • Create scalable processes, role clarity, and best practices improving customer engagement, account health, and team effectiveness • Own team performance against renewal, retention, and expansion revenue targets • Identify upsell and cross-sell opportunities within existing accounts • Lead account planning, renewal and expansion forecasting, and pipeline-visibility activities • Monitor customer health indicators and proactively address retention and renewal risks • Build relationships with senior government stakeholders and executive sponsors • Serve as an escalation point for critical customer issues and strategic account concerns • Conduct executive business reviews and strategic planning discussions • Support contract renewals, negotiations, and expansion opportunities • Partner with Implementation, Product Management, Support, Operations, and Executive Leadership • Provide customer insights and market feedback to influence product strategy and service delivery • Collaborate with implementation and onboarding teams to support smooth transitions and long-term adoption • Develop and maintain customer success processes, metrics, and reporting frameworks • Analyze customer and revenue data to identify trends, risks, and growth opportunities • Lead change-management and process-improvement initiatives

🎯 Requirements

• Minimum of 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role • Proven success leading teams responsible for revenue retention, renewals, and account growth • Experience forecasting revenue and managing performance against revenue targets • Demonstrated ability to build executive-level customer relationships and navigate complex stakeholder environments • Strong coaching, leadership, communication, and presentation skills • Experience managing escalations and resolving complex customer challenges • Preferred: minimum of three years of people-leadership experience managing customer success, account management, or sales teams • Experience building or formalizing customer success teams, defining team roles, or establishing operating structures • Experience within government technology, public-sector technology, SaaS, payments, or citizen-services industries • Experience working with state, local, or municipal government customers • Knowledge of subscription-based and contract-based revenue models • Experience leading customer success transformation, process improvement, or organizational change initiatives • Bachelor’s degree in business, marketing, management, or a related field preferred; equivalent combination of education and relevant experience may be considered

🏖️ Benefits

• Comprehensive, multi-carrier medical, dental and vision benefits • 401(k) with match • Employee Share Purchase Plan • Wellness platform with incentives • Headspace app subscription • Employee Assistance and Time-off Programs • Short-and-Long Term Disability insurance • Life and Accidental Death Insurance • Critical Illness insurance • Hospital Indemnity • Family bonding and family care leaves • Adoption and surrogacy benefits • Health Savings, Health Care, Dependent Care and Commuter Spending Accounts • Annual Paid Time Off • Up to two days of paid leave each to participate in Employee Resource Groups • Up to two days of paid leave each to volunteer with your charity of choice