Director of Customer Success

Summary

Join RethinkFirst, a leading behavioral health technology provider, as their Director of Customer Success! In this vital role, you will lead and mentor a team, develop and execute customer success strategies, and ensure high customer satisfaction. You will collaborate with various teams, monitor key performance metrics, and resolve complex customer issues. This remote position requires extensive experience in customer success management, particularly within enterprise clients and SaaS models. The ideal candidate will be a highly analytical and inspirational leader, adept at driving revenue growth and fostering strong customer relationships. Location flexibility is available for candidates residing in select states.

Requirements

• Leadership experience in managing and mentoring Customer Success teams at the Director level, fostering a high-performance, results-oriented culture based on empathy, positivity, and balance
• Experience overseeing and growing a multi-million dollar Annual Recurring Revenue (ARR) portfolio, consistently driving growth and retention across an Enterprise client base
• Extensive experience in high-level customer-facing roles, ensuring seamless interactions and fostering long-term relationships with key stakeholders
• Proven track record in developing and executing comprehensive customer retention strategies that enhance loyalty and lifetime value
• Expertise in scaling customer enablement programs, including training, onboarding, and ongoing support to drive adoption and success
• Demonstrated history of delivering exceptional customer experiences, aligning solutions with business outcomes, and optimizing customer journeys
• Strong intellectual curiosity with a commitment to continuous learning, innovation, and staying ahead of industry trends
• Deep empathy for customer needs combined with a strong passion for driving revenue growth, client satisfaction, and business success
• In-depth understanding of SaaS business models and the key value drivers that impact customer engagement and retention
• Highly analytical and process-driven, with a focus on leveraging data to optimize processes, improve efficiency, and drive strategic decisions
• Adept at solving complex, open-ended challenges in dynamic, fast-paced environments, with a strong ability to adapt and innovate
• Inspirational leader with a proven ability to motivate and guide teams, fostering collaboration and driving impactful outcomes

Responsibilities

• Develop and execute strategies to drive customer success and retention, aligning with company objectives
• Lead and mentor a team of customer success managers, providing guidance, support, and coaching to ensure high performance and customer satisfaction
• Define and implement processes and best practices for customer success operations, including onboarding, training, and ongoing support
• Collaborate cross-functionally with sales, product, and support teams to advocate for customer needs and drive product improvements
• Monitor key performance metrics such as customer health scores, retention rates, and customer satisfaction scores, taking proactive measures to address any issues or gaps
• Conduct regular performance reviews and set clear goals for the customer success team, fostering a culture of accountability and continuous improvement
• Serve as a point of escalation for complex customer issues, working closely with the team to resolve issues effectively and in a timely manner
• Develop and maintain strong relationships with key stakeholders, including executive sponsors and decision-makers, to ensure customer success and drive business growth
• Stay informed about industry trends and best practices in customer success management, incorporating new insights into team strategies and operations
• Drive initiatives to expand revenue opportunities within existing customer accounts through upselling and cross-selling efforts, collaborating with sales teams as needed

Benefits

Remote opportunities are available to candidates who reside in the following states: AL, CT, FL, GA, IL, IN, KY, LA, MA, MD, MI, MO, NC, NH, NJ, OH, PA, TX, VA, WI