Director of Customer Success (Retention and Growth)

Accountabilities: Lead, coach, and develop a team of five Customer Success Managers, establishing clear expectations around retention, customer outcomes, revenue performance, accountability, and career development. Build and implement customer success strategies that support renewal, retention, account expansion, and long-term customer value. Establish scalable processes, role definitions, operating standards, and best practices that strengthen engagement, account health, and team effectiveness. Own team performance against renewal, retention, and expansion revenue targets, including forecasting and pipeline visibility. Partner with Customer Success Managers to identify and pursue appropriate upsell and cross-sell opportunities within existing accounts. Monitor customer health indicators, revenue data, and account trends to identify risks, opportunities, and potential drivers of churn or expansion. Develop trusted relationships with senior government stakeholders and executive sponsors, serving as a strategic point of contact for key accounts. Lead executive business reviews, strategic planning discussions, major renewals, negotiations, and expansion initiatives. Serve as an escalation point for critical customer concerns and develop timely resolution and recovery plans. Collaborate with implementation, product, support, operations, and executive teams to deliver strong customer experiences and successful adoption. Translate customer insights and market feedback into recommendations that can inform product strategy and service delivery. Lead change-management and process-improvement initiatives that improve organizational performance and customer outcomes. Develop customer success metrics, reporting frameworks, and performance dashboards to support data-driven decision-making. Requirements At least 10 years of experience in customer success, account management, sales, or another closely related customer-facing leadership function. Demonstrated success leading teams accountable for customer retention, renewals, revenue growth, or account expansion. At least 3 years of people-management experience is preferred, particularly within customer success, account management, or sales organizations. Proven experience forecasting revenue and managing performance against commercial targets. Strong ability to establish and maintain executive-level customer relationships across complex stakeholder environments. Experience managing customer escalations and resolving complex commercial or operational challenges. Experience building or formalizing customer success organizations, defining roles, establishing operating structures, or implementing scalable processes is preferred. Experience in government technology, public-sector technology, SaaS, payments, or citizen-services environments is preferred. Experience working with state, local, or municipal government customers is advantageous. Knowledge of subscription-based and contract-based revenue models is preferred. Experience leading customer success transformation, process improvement, or organizational change initiatives is beneficial. Strong coaching, leadership, communication, presentation, analytical, and stakeholder-management skills. A bachelor's degree in business, marketing, management, or a related field is preferred; equivalent education and relevant professional experience may be considered. Ability to work remotely within the United States and travel regularly to customer locations, industry events, and internal meetings. Benefits U.S. national base salary range of $98,500–$183,000 , with geographic differentials in certain locations. Comprehensive medical, dental, and vision benefits through a multi-carrier program. 401(k) plan with company matching contributions. Employee Share Purchase Plan. Wellness platform with incentives and Headspace subscription. Employee Assistance Program and time-off programs. Short- and long-term disability, life, accidental death, critical illness, and hospital indemnity coverage. Family benefits, including bonding and family-care leave, adoption, and surrogacy support. Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts. Paid time off, plus up to two additional paid days for participation in Employee Resource Groups and volunteering. Opportunities to work in a fully remote U.S. environment, with travel associated with customer engagement and business activities. Annual compensation may include variable pay depending on the applicable sales compensation structure. Application deadline: October 30, 2026 .