TimelyCare is hiring a
Director of Customer Success

Summary

The job is for a strategic and customer-focused Director of Customer Success in the SaaS industry. Responsibilities include leading customer success strategies for three distinct customer segments, developing customer journey maps, optimizing onboarding processes, building and optimizing success plans and playbooks, designing digital customer success models, owning the renewal lifecycle, utilizing customer health data, and collaborating with cross-functional teams. The ideal candidate should have SaaS leadership experience, a Bachelor's degree, proficiency with CS platforms like Gainsight and CRM systems like Salesforce, and experience in developing and optimizing customer journey maps and success plans.

Requirements

• Minimum of 7+ years in a Customer Success leadership role within the SaaS industry, with a proven record of managing customer retention and driving growth
• Bachelor's degree in Business Administration, Marketing or other relevant field is required
• Proficiency with CS platforms (e.g., Gainsight) and CRM systems like Salesforce, with experience in opportunity creation, customer health scoring, and managing the full customer lifecycle

Responsibilities

• Lead and refine customer success strategies for three distinct customer segments (enterprise, mid-market, SMB), ensuring tailored approaches for retention, satisfaction, and growth across all tiers
• Develop and optimize comprehensive customer journey maps that outline the end-to-end customer experience
• Oversee and continually optimize the onboarding process in collaboration with Product and Sales teams
• Build and continuously optimize customer success plans and playbooks for each segment
• Design and implement scalable digital customer success models, leveraging self-service resources, automation, and digital touchpoints to drive efficiency and optimize customer engagement across all tiers, particularly for the SMB segment
• Own the customer renewal lifecycle, working closely with Sales and Account Management teams to identify upsell/cross-sell opportunities. Drive expansion revenue through proactive management of success plans and regular value delivery, ensuring optimal NRR and GRR
• Utilize customer health data from CS tools like Gainsight to monitor risks and opportunities. Develop and execute strategies to improve key metrics such as NRR, GRR, NPS, and CSAT, while ensuring regular reporting to executive leadership

Benefits

• Paid Company Holidays + No work on your birthday!
• Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community
• Variable bonus eligibility on a quarterly basis
• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
• Company-paid group Life Insurance + Company-paid Short Term Disability
• Concierge benefit support services
• 401(k) with employer match
• Free access to TimelyCare virtual medical and mental health support for you and your immediate family