Overview In this role you lead a remote, high-impact Customer Success organization across a SaaS portfolio with a focus on retention, expansion, and value realization. You will align CS strategy with company goals, collaborate with Sales, Product, Marketing, and Services, and drive measurable outcomes through adoption and long-term partnerships. You'll shape scalable processes, executive relationships, and data-driven decisions to accelerate growth and product value. This is a strategic, high-visibility leadership position with regional travel in the Southeast and South Central US.
Compensation / Benefits- bonus plan
- medical benefits
- remote work
Responsibilities- Develop and execute a scalable, SaaS-aligned CS strategy focused on retention, expansion, and adoption
- Define success metrics and health indicators for the CS org
- Identify opportunities for upsell/cross-sell within existing customers
- Recruit, mentor, and develop a high-performing CS team and establish coaching frameworks
- Maintain executive-level customer relationships and proactively manage health, risk, and escalations
- Translate customer insights into product/strategy/go-to-market improvements
- Own renewal forecasting, pipeline visibility, and KPI reporting (churn, NRR, adoption)
- Partner with Product to enable CS with feedback loops and enablement tools
- Standardize best practices and create scalable onboarding/adoption/renewal playbooks
- Foster cross-functional collaboration with Sales, Product, Marketing, and Professional Services to ensure lifecycle alignment
- Support marketing through customer stories, case studies, and reference development
Key requirements- 5+ years of industry experience in a senior role with growth responsibilities
- 5+ years of people leadership experience (e.g., Sales Director, RVP)
- Strong understanding of SaaS metrics and drivers (ARR, retention, renewals, churn, growth)
- Excellent communication, negotiation, and relationship-building abilities
- Strategic thinking and business acumen with ability to align sales initiatives to objectives
- Strong analytical skills to interpret data and drive decisions
- Experience managing budgets, forecasting, and revenue growth
- Proficiency with CRM platforms, sales tech, and performance reporting tools
- Ability to adapt to change and lead through ambiguity in a fast-paced environment
- Experience working with diverse teams and stakeholder groups
- Bachelor in Business
- leadership and people development
- collaboration and cross-functional influence
- customer obsession and accountability
- SaaS metrics knowledge (ARR, churn, renewal management)
- CRM platforms proficiency
- performance reporting tools
