Director of Customer Success

Summary

Join Aplos, Raisely, and Keela as their Director of Customer Success and lead a high-performing team focused on cross-sell, retention, and expansion of a large customer base. You will define and execute a customer success strategy, develop data-driven playbooks to identify cross-sell leads, refine playbooks for expansion opportunities, and manage price increase initiatives. The role also involves achieving strong Net Revenue Retention (NRR), refining churn management playbooks, and implementing customer satisfaction strategies. You will improve CSM efficiency, implement a robust team operating rhythm, and utilize dashboards to manage customer data. Finally, you will build a world-class Customer Success team, recruit and hire top talent, and serve as a key leader across the company.

Requirements

• A university degree in accounting, finance or business
• Proven Leadership: 5+ years experience in leading and scaling Customer Success teams, ideally in a SaaS environment with a large customer base and low ACV, and working with multiple products
• Strategic & Operational Acumen: Ability to both define high-level strategy and execute detailed operational plans in a high-volume, low-ACV environment
• Player-Coach Leadership: Demonstrates the ability to lead, coach, and develop a team while actively participating in critical customer and revenue-driving activities
• Data-Driven Decision Maker: Uses data and analytics to inform strategy, manage team performance, and identify opportunities for optimization
• Exceptional Communication & Influence: Articulates complex ideas clearly, influences cross-functional stakeholders, and motivates the team
• Customer Centricity & Empathy: Deep understanding of customer needs and a commitment to delivering value at scale
• Results-Oriented & Resilient: Drives for outcomes, adapts to challenges, and maintains focus in a fast-paced environment

Responsibilities

• Define and execute a high-level customer success strategy while also driving detailed operational plans in a high-volume, low-ACV environment
• Develop and implement data-driven playbooks to identify, qualify, and nurture cross-sell leads to meet company goals
• Collaborate with Product Marketing to develop compelling cross-sell collateral and enablement materials
• Refine & build new playbooks to identify expansion opportunities, collaborating with Product to track relevant usage metrics to build triggers for CSM action
• Successfully execute price increase initiatives across the brands
• Develop and execute communication strategies and support resources to effectively manage customer inquiries and maintain high retention rates during and post-price adjustment
• Maintain a strong gross retention rate during and post-price increase for affected customer segments
• Achieve strong Net Revenue Retention (NRR) across Aplos and Keela
• Refine existing & design new playbooks for effective churn/downsell management, collaborating with Product to gather relevant usage metrics
• Work with cross functional stakeholders to identify and implement customer satisfaction strategies to maintain strong NPS
• Improve CSM efficiency, enabling the team to manage a ratio of 1:many customers without compromising key metrics
• Implement and run a robust customer success team operating rhythm (weekly 1:1s, pipeline reviews, coaching, forecasting; monthly MD&A, enablement; quarterly/annually department planning)
• Implement and utilize dashboards and data to manage the team, own customer data, and consolidate relevant systems in collaboration with RevOps
• Streamline the Aplos renewal process to reduce processing time and increase efficiency
• Build a world-class Customer Success team, empowering individuals to become A+ players
• Recruit and hire A+ cross-sellers
• Retain top-performing team members
• Serve as a key leader across the entire company, leading cross-functional initiatives and influencing outcomes

Benefits

• We’re a remote-first company
• We also have generous PTO plans (flexible vacation, volunteer time off, plus an office closure from Christmas to New Year’s Day!)
• And support paid parental leave
• We offer robust medical, dental, vision, disability and life insurance coverages
• And have a 4% match on RRSP for employees located in Canada and 401K for employees in the US