Director of Customer Success

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🔥 0 minutes ago

⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $229k - $241k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Route

WebsiteLinkedInAll Job Openings

201 - 500 employees

Route is the all-in-one post-purchase platform reimagining the ecommerce experience from product discovery to delivery via the Route app.

📋 Description

• Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route • Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession • Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health • Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs • Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making • Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations • Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities • Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy

🎯 Requirements

• 7+ years of experience in Customer Success, Account Management, or a related post-sale function • 3+ years leading and developing high-performing teams • Experience building, scaling, or transforming Customer Success programs in a high-growth SaaS, fintech, e-commerce, or technology environment • Demonstrated success driving customer retention, expansion, and long-term customer value across a complex portfolio • Strong understanding of customer success metrics, including retention, net revenue retention, expansion, and customer health • Proven ability to design and improve scalable processes, playbooks, and operational frameworks that drive consistency and results • A track record of developing talent, coaching future leaders, and building high-performing teams • Strong executive presence with the ability to influence stakeholders and build trusted relationships across all levels of an organization • Highly collaborative, with experience partnering across Sales, Product, Operations, and other cross-functional teams to achieve shared goals • Data-driven and analytical, with the ability to translate insights into action and make informed decisions that improve customer and business outcomes

🏖️ Benefits

• We offer to pay 95% - 100% of your health insurance premiums for you and your family • Remote or hybrid work arrangements • Unlimited PTO • 401k matching • Formalized growth opportunities • Learning & development • DEI programs & events