Director of Customer Success

USA · Remotefull timeRemote

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senior

$125k–$150k

H1B: no

Feathr Director of Customer Success at Feathr leads the Customer Success organization focused on revenue goals including gross and net revenue retention. Responsible for strategy, execution, coaching, and building a high-performance culture aligned with company mission.

Responsibilities

Central to your role will be providing guidance, support, and leadership to your team. Through setting clear goals, monitoring progress, coaching, and effective communication, you will build a collaborative, high-performance culture focused on creating a world-class customer experience. You will help your team navigate challenges and seize opportunities. Your strategic decisions will be instrumental in achieving departmental and company-wide objectives, aligning closely with Feathr’s mission and values.
Lead Feathr’s Customer Success teams against revenue goals.
Establish strategic success plans as the standard for how your team manages customer relationships.
Use product usage and engagement data to identify adoption risks and expansion opportunities.
Coach your managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews.
Serve as an escalation point and join key customer calls.
Report clearly on retention, renewals, and progress toward key targets.
Hire for the team and build its onboarding and training programs.
Work with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback.
Your Experience:
3+ years of people management in a team leadership role.
6+ years in customer success, account management, and SaaS team experience.

Qualification

6+ years in customer success

Required

3+ years of people management in a team leadership role
6+ years in customer success, account management, and SaaS team experience
Experience running a Customer Success function or leading on a CS team
Track record of leading teams against revenue goals like GRR, NRR, and renewals

Preferred

Experience building scaled CS teams or one-to-many programs

Benefits

Medical
Dental
Vision
Annual Bonus
Parental Leave
Wellness

Company

Feathr

View company page

Source: ashby

Active within the past hour

Remote-friendly

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Your Score

9.0

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Must-Have Skills for This Role

gross revenue retention (GRR)net revenue retention (NRR)success planningcustomer lifecycle managementperformance coaching

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