Director, Mid-Market Customer Success

3 hours, 48 minutes ago
Full-time
Executive
Customer and Technical Support
dscout

dscout

dscout is a real-time user research tool that captures insights on how users experience products and services, enabling organizations to make customer-centric decisions and drive innovation.

Professional Services
51-250
Founded 2011
$81M raised

Description

  • Improve renewal rates, drive cross-sell revenue, and optimize customer health metrics.
  • Develop and execute retention and growth strategies for the mid-market customer base.
  • Lead the Mid-Market Customer Success function and drive platform adoption through training, research education, and methodology coaching.
  • Manage, mentor, develop, and inspire a team of 6-8 Customer Success Managers.
  • Serve as executive sponsor for key accounts and lead executive-level reviews.
  • Monitor team activity metrics, utilization targets, Salesforce data hygiene, and portfolio capacity.
  • Act as the customer voice internally and maintain feedback loops with Product, Sales, Support, and Engineering.
  • Partner with RevOps, Enablement, and CS leadership to refine the customer journey and build scalable playbooks.
  • Lead the team and customers through change management and champion AI tool adoption.

Requirements

  • 7+ years of experience in customer success, account management, or consulting within a SaaS organization.
  • A strong track record of hitting retention targets.
  • 2+ years of direct people management experience leading CS or account management teams.
  • Deep expertise in CS metrics such as NRR, GRR, and account health.
  • Experience with risk mitigation workflows and activity-based accountability structures.
  • Experience participating in revenue forecasting and/or cross-functional account planning with Sales and Renewals.
  • Excellent communication and critical thinking skills.
  • A data-driven mindset and comfort with tools like Salesforce, Claude Cowork, and Gong.
  • Highly organized, detail-oriented, and strong in creative problem-solving.
  • Background in qualitative research, UX research, or market research is a plus.

Benefits

  • Competitive compensation package with a built-in bonus and equity program.
  • Flexible PTO and 15 company holidays.
  • 12 weeks of paid parental leave.
  • 401(k) match.
  • Education stipend for growth and development.
  • Remote work stipend.
  • Remote-first work environment with location flexibility.
  • Benefits package designed to support employees and dependents.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Client Success / Customer Experience Lead (remote from Mexico)

ScaleSource 11-50 Professional Services

ScaleSource is hiring a remote, bilingual Client Success / Customer Experience Lead for a commercial landscaping company to own client communication, issue follow-through, and execution tracking across clients, field teams, and operations.

ClickUp CRM HubSpot Monday.com
4 hours, 3 minutes ago

Remote - Bilingual (Spanish & English) Client Success (Customer Support)

The Credit Pros 51-250 Diversified Financial Services

The Credit Pros is hiring a full-time remote bilingual Spanish-English client service representative to support customers with billing, account, and platform issues while helping drive client satisfaction, retention, and revenue growth.

Salesforce Zoho CRM
4 hours, 3 minutes ago

Head of Customer Success and Implementation, Europe

Open (YC W24) 11-50 information technology & services

Open is hiring a Europe-based Customer Success and Implementation leader to take enterprise customers from contract signature to successful production deployment and grow into leading the regional implementation team.

CRM HubSpot Salesforce
4 hours, 18 minutes ago

Therapy Continuity Coordinator

Sunrise Group 51-250 Internet Software & Services

Sunrise Group is hiring a Therapy Continuity Coordinator at Dreem Health to help keep patients engaged in PAP therapy and ensure a smooth resupply experience within its digital sleep clinic.

4 hours, 18 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers