Director of Customer Success

About This Role

Directing customer success involves providing strategic leadership for customer growth, retention, and recurring revenue by strengthening client relationships and advancing long-term value. This role leads customer health strategy, CRM discipline, team development, and operational execution across Account Management and Customer Care functions. The Director also oversees budgeting, portfolio performance, and key enterprise relationships to expand ECRS

Responsibilities

• Lead the Account Management and Customer Care functions to strengthen customer relationships, improve retention, and drive recurring revenue growth
• Own the customer health scorecard, including key indicators, trend analysis, and long-term improvement plans
• Identify selling gaps and implement strategies to improve product adoption and account expansion in conjunction with Business Unit Managers and Product Owners
• Ensure CRM data integrity, reporting accuracy, and forecasting discipline, including KPI, sales, and product reporting for executive review and monthly and quarterly pipeline forecasting in HubSpot
• Build, coach, and develop high-performing teams through training, performance management, and ongoing mentorship
• Establish scalable processes and service standards that deliver a consistent, high-quality customer experience
• Manage departmental budgets, resource planning, and operational priorities in support of business objectives
• Oversee assigned customer portfolios to ensure strategic alignment, proactive engagement, and measurable value delivery
• Cultivate key wholesaler and enterprise relationships to deepen ECRS
• Partner cross-functionally with Business Development, Product, Implementation, Support, and other teams to improve handoffs, issue resolution, and customer outcomes
• Monitor customer sentiment, risks, and growth opportunities, escalating as needed to protect and expand accounts
• Champion the voice of the customer to inform product enhancements, service improvements, and strategic planning
• Drive operational excellence through data, metrics, and process improvement initiatives

Requirements

• 5 -7+ years of experience in Customer Success, Account Management, or related client-facing leadership roles, preferably within retail technology
• Proven success driving customer retention, account growth, and recurring revenue through strategic account management
• Demonstrated leadership experience building, coaching, and developing high-performing teams
• Strong proficiency with CRM platforms, preferably HubSpot, including forecasting, reporting, and data governance
• Exceptional communication and relationship-building skills, with the ability to influence executive stakeholders and complex enterprise accounts