Director of Customer Success

Summary

Join Thorn, a nonprofit dedicated to defending children from sexual exploitation and abuse, as their Director of Customer Success. Lead and grow a high-performing team focused on onboarding, retention, and expansion of Safer customers. Define and execute a Customer Success strategy, collaborating with various teams to deliver a cohesive customer experience. Manage strategic customers, create tailored experiences, build customer health scoring systems, and track key success metrics. Develop churn prevention strategies, gather customer insights, and partner with other teams to advocate for customer needs. Serve as an executive sponsor for key accounts and manage strategic escalations.

Requirements

• 8+ years of experience in customer success, 3-5 years at a Director level, ideally with people management experience, technical account management, or solutions consulting with large enterprise accounts
• Strong technical acumen and experience supporting software products in a B2B SaaS environment. Experience managing enterprise accounts
• Demonstrated hands-on experience with Salesforce for account health tracking, workflow automation, and reporting
• Proven experience designing and implementing customer success plans and frameworks, including segmentation, success planning, and lifecycle touchpoints
• Skilled in articulating customer ROI through impact reporting, usage analytics, and business value conversations
• Exceptional communication skills—with the ability to engage technical and non-technical stakeholders across a wide range of industries
• Deep empathy for the sensitive nature of Thorn’s work and the ability to lead through complex ethical and operational challenges

Responsibilities

• Lead and grow a high-performing Customer Success team focused on onboarding, retention, and expansion of Safer customers
• Define Customer Success plan, strategy, and oversee efficient onboarding, adoption metrics, and maturity models that help customers achieve their child safety objectives
• Manage strategic customers to ensure they can successfully mitigate Child Safety risks on their platforms through proactive support and strategic guidance
• Create tailored experiences for different customer segments, mapping clear, scalable journeys that support activation, growth, and renewal
• Build and monitor customer health scoring systems using Salesforce and other internal tools
• Define and track key success metrics such as Net Revenue Retention (NRR), time-to-value, time to onboard, product adoption rates, and customer engagement and sentiment
• Own churn prevention strategies to proactively mitigate customer risk and ensure retention targets
• Develop a “Voice of Customer” program to systematically gather insights and inform product roadmap priorities
• Partner with Business Development, Product, Data Science, and Engineering to advocate for customer needs and co-develop roadmap priorities
• Equip customers with clear ROI models and business impact reporting, helping them communicate the value of Safer to internal stakeholders
• Serve as executive sponsor for key accounts and manage strategic escalations with empathy and urgency

Preferred Qualifications

Background in Trust & Safety and/or moderation tools is desired

Benefits

• A reasonable estimate of the compensation range for this role is $138,000-$189,750/year
• Our remote-first work model is structured around working from home most of the time