Director, Client Success and Renewal

Description:

• Build and lead a high-performing Client Success & Renewals function across mid-market segments.
• Own net revenue retention, gross retention, and renewal forecasting accuracy.
• Lead, coach, and scale a manager and their team of CSMs and Renewal Specialists.
• Design a proactive, data-driven, expansion-oriented renewal motion.
• Implement AI-driven workflows for health scoring, churn prediction, and renewal risk detection.
• Drive executive-level customer engagement for high-value and at-risk accounts.
• Partner with Sales, Product, and Support to close feedback loops and improve customer outcomes.
• Standardize playbooks for onboarding, adoption, renewal, and expansion.
• Use data to identify growth opportunities and optimize account strategies.
• Build dashboards and reporting that improve visibility into retention performance and risks.

Requirements:

• 8+ years of experience in Customer Success, Account Management, or Renewals in B2B SaaS.
• 3+ years of experience leading managers and scaling customer-facing teams.
• Proven ownership of retention metrics such as NRR, GRR, and churn reduction.
• Experience managing mid-market or scaled customer segments.
• Strong commercial instincts with experience driving renewals, upsells, and expansion.
• Ability to design systems, not just manage people.
• AI fluency, including experience using AI tools for forecasting, customer insights, or workflow automation.
• Ability to translate data into action and executive-level narratives.
• Strong cross-functional leadership with the ability to influence without authority.
• Clear communication skills and the ability to simplify complexity and drive alignment.
• High ownership mindset and comfort building in ambiguity.
• Genuine curiosity about how AI and automation are reshaping customer success.
• Experience managing enterprise or upper mid-market SaaS accounts with complex buying committees, procurement cycles, and multi-year contracts (preferred).
• Hands-on familiarity with AI tools across the customer success stack, including health scoring models, LLM-powered customer insights, and automated renewal workflows (preferred).

Benefits:

• Comprehensive and competitive global benefits package.
• Support for health and well-being.
• Support for financial security.
• High-performance culture with accountability and recognition for strong results.
• Autonomy to innovate and take full ownership of your role.
• Technology-forward environment with AI and advanced solutions embedded across the platform.
• Growth-minded culture that encourages continuous learning and professional development.
• Collaborative, results-driven environment focused on shared success.

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