Overview In this role you lead a remote, high-impact Customer Success organization across a SaaS portfolio with a focus on retention, expansion, and value realization. You will align CS strategy with company goals, collaborate with Sales, Product, Marketing, and Services, and drive measurable outcomes through adoption and long-term partnerships. You'll shape scalable processes, executive relationships, and data-driven decisions to accelerate growth and product value. This is a strategic, high-visibility leadership position with regional travel in the Southeast and South Central US. Compensation / Benefitsbonus planmedical benefitsremote work ResponsibilitiesDevelop and execute a scalable, SaaS-aligned CS strategy focused on retention, expansion, and adoptionDefine success metrics and health indicators for the CS orgIdentify opportunities for upsell/cross-sell within existing customersRecruit, mentor, and develop a high-performing CS team and establish coaching frameworksMaintain executive-level customer relationships and proactively manage health, risk, and escalationsTranslate customer insights into product/strategy/go-to-market improvementsOwn renewal forecasting, pipeline visibility, and KPI reporting (churn, NRR, adoption)Partner with Product to enable CS with feedback loops and enablement toolsStandardize best practices and create scalable onboarding/adoption/renewal playbooksFoster cross-functional collaboration with Sales, Product, Marketing, and Professional Services to ensure lifecycle alignmentSupport marketing through customer stories, case studies, and reference development Key requirements5+ years of industry experience in a senior role with growth responsibilities5+ years of people leadership experience (e.g., Sales Director, RVP)Strong understanding of SaaS metrics and drivers (ARR, retention, renewals, churn, growth)Excellent communication, negotiation, and relationship-building abilitiesStrategic thinking and business acumen with ability to align sales initiatives to objectivesStrong analytical skills to interpret data and drive decisionsExperience managing budgets, forecasting, and revenue growthProficiency with CRM platforms, sales tech, and performance reporting toolsAbility to adapt to change and lead through ambiguity in a fast-paced environmentExperience working with diverse teams and stakeholder groupsBachelor in Businessleadership and people developmentcollaboration and cross-functional influencecustomer obsession and accountabilitySaaS metrics knowledge (ARR, churn, renewal management)CRM platforms proficiencyperformance reporting tools
Not specified in the original listing.
Not specified in the original listing.
