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Director of Customer Success

3 weeks, 5 days ago
United States
Full-time
Executive
Customer Success
Customer and Technical Support
CRM Salesforce
Apply Now
Mitratech

Mitratech

Mitratech specializes in automating processes through innovative solutions and services in compliance, risk management, enterprise HR, and legal operations, empowering organizations to effectively manage risks and scale for future growth.

Professional Services
1K-5K
Founded 1987
$3M raised
View All Jobs 27

Description

  • Lead and manage a customer success team of 6-10 direct reports.
  • Recruit, train, mentor, and develop customer success managers and teams.
  • Develop and implement onboarding, engagement, and retention programs.
  • Build strong customer relationships and drive advocacy, upsell, and cross-sell opportunities.
  • Translate customer success strategy into processes, metrics, and technology.
  • Collaborate with product, sales, marketing, and other teams to improve the customer experience.
  • Monitor customer health metrics and analyze customer feedback to guide decisions and product enhancements.
  • Oversee the full customer lifecycle from onboarding and adoption through renewal and long-term engagement.
  • Drive revenue growth through improved product adoption, higher satisfaction, reduced churn, and increased advocacy.
  • Perform other duties as assigned.

Requirements

  • 5 to 7 years of experience in a SaaS environment leading a customer success team.
  • Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
  • Knowledge of customer service practices.
  • Technical aptitude and ability to learn software programs.
  • Experience using data analysis to optimize renewals, churn, upgrades, and upsells.
  • Experience developing and managing customer success programs at scale through automation (preferred).
  • Experience leading both named portfolio and team-based customer success models (preferred).
  • Experience with CRM software such as Salesforce (preferred).
  • Experience with Tech-CSM tools such as Gainsight, Totango, or similar platforms (preferred).
  • Effective communication, presentation, leadership, and problem-solving skills.
  • Bachelor's degree from a four-year college or university, or equivalent education and experience.
  • Must reside in the United States.

Benefits

  • 100% remote work anywhere in the U.S.
  • Fixed salary of $160,000 annually USD.
  • Variable compensation plan of $30,000 annually USD.
  • Annual bonus eligibility.
  • Health, dental, and vision insurance.
  • 401(k) with employer match.
  • Unlimited PTO, 11 paid holidays, and 4 annual paid global wellness days off.
  • STD, LTD, and group life insurance.
  • Paid parental leave.
  • Pet insurance.
  • FSA and HSA options.
  • Employee Assistance Program.
  • Career advancement and professional development opportunities.
  • LinkedIn Learning access.

Interested in this position?

Apply directly on the company website

Apply Now

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