Director of Customer Success
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Director of Customer Success at Uplinq overseeing customer journey from kickoff to renewal. Leading a unified team across onboarding, success, and support with a focus on retention and expansion.
Responsibilities:
- Architect the Customer Journey – Define the full lifecycle: onboarding, adoption, QBRs, and renewal workflows.
- Own a ≤14-day time-to-first-value SLA.
- Build and Lead the Team – Hire, onboard, and coach 4 onboarding specialists, 3 CSMs, and 2 support reps to create a proactive, outcome-focused CS culture.
- Drive Product Adoption and Account Health – Launch usage-based health scores, build automated alerting systems, and raise weekly active usage to 70%+.
- Own Retention and Renewals – Forecast retention with ±5% accuracy, and consistently hit ≥94% gross and ≥115% net revenue retention targets.
- Trigger Expansion – Collaborate with Sales to activate upsells tied to onboarding events and behavior-based playbooks—doubling per-customer expansion ACV.
- Voice of the Customer – Lead quarterly VoC reporting, identifying themes and influencing 50%+ of roadmap priorities in partnership with Product and Ops.
Requirements:
- 7+ years in B2B SaaS Customer Success, with end-to-end ownership of retention, renewal, and expansion.
- 3+ years managing a book of $10MM–$40MM ARR, ideally across SMB or Mid-Market segments.
- Demonstrated ability to scale post-sale operations, build onboarding and CS teams, and implement repeatable playbooks and tooling.
- Strong fluency with health-score tooling (e.g., Gainsight, ChurnZero) and CRM/CS platforms (HubSpot, Salesforce Service Hub, or equivalent).
- Fintech, accounting, or other compliance-heavy industry experience strongly preferred—especially with technical onboarding and change management.
- Empathetic, data-driven leader who can inspire a team, de-escalate high-stakes conversations, and turn feedback into action.
Benefits:
- Competitive salary and performance bonus
- Great health, dental, and vision coverage + 401(k)
- MacBook Pro + full tech stack + flexible PTO
Similar Jobs
Sales and Customer Success Specialist, English
Sales and Customer Success Specialist managing leads for MaidThis Cleaning in LATAM. Focused on engaging customers, following leads promptly, and ensuring satisfaction after services.
Customer Success Manager
Customer Success Manager supporting educational products through advisory and sales solutions with a regional team. Focusing on customer onboarding and relationship management within the field of education.
Customer Success Representative
Customer Success Representative ensuring smooth service delivery and addressing inquiries for SambaSafety's driver monitoring software. Focus on customer relationship management and support throughout the product lifecycle.
Bilingual Client Success Specialist
Client Success Specialist in a remote position supporting clients' financial wellness through a Debt Management Program. Engaging with customers via phone and fostering their financial journeys.
Customer Success Manager
Customer Success Manager for JOOR enhancing client relationships in fashion wholesale. Advocating for clients and driving business growth through strategic account management.
Customer Success Associate
Customer Success Associate at Binary Defense, building relationships with clients and ensuring their service engagement. Collaborating with internal teams to manage and retain client relationships in a remote environment.
Enterprise Customer Success Manager
Enterprise Customer Success Manager at Rewind supporting and building customer success strategies for cloud data protection. Collaborating with enterprise customers to enhance their experience and retention.
Client Success Manager – PBM
Client Success Manager interfacing with leadership and supporting clients for a pharmacy benefit manager. Focusing on renewal and retention strategies while ensuring client satisfaction.
Customer Success Associate
Customer Success Associate supporting key LATAM and US clients to drive success and build relationships. Engaging with sales, product, and engineering teams for comprehensive solutions.
Customer Success Specialist
Customer Success Specialist acting as primary liaison for customers at POMS Corporation. Building relationships with stakeholders to drive software adoption and satisfaction.
Client Experience Specialist – Wealth Management, Private Client
Client Experience Specialist responsible for delivering client services in Wealth Management. Collaborate with advisory teams to enhance client relationships and optimize financial planning opportunities.
Technical Success Manager
Technical Success Manager managing mid-tier accounts for OutSystems' AI Development Platform. Guide client development teams to adopt and utilize agentic systems effectively.
Manager, Customer Success – ENT/Ophth
Manager, Customer Success focused on driving customer adoption at ModMed. Collaborating with leadership to establish strategic plans in a fast-paced Healthcare IT company.
Manager, Customer Success – Orthopedics
Manager, Customer Success leading a team in enhancing client engagement and driving adoption for ModMed's Orthopedic solutions. Focusing on customer satisfaction and strategic planning to meet business objectives.
Customer Success Manager
Manager, Customer Success at ModMed focusing on adoption and customer experience for key accounts in a healthcare IT company.
Customer Success Associate III
Customer Success Associate providing support for Rackspace Technology's multicloud solutions. Working alongside customers to resolve issues and support their business objectives.
Customer Success Manager
Customer Success Manager guiding customers through adoption and success of billing software at Kansys. Collaborating with teams to ensure exceptional service delivery and identifying service improvement opportunities.
Customer Success Manager, SaaS, Higher Ed
Customer Success Manager managing relationships with university clients in Higher Education. Focused on retention and growth while ensuring customer satisfaction for Gecko's SaaS platform.
Customer Success Manager, SaaS, Higher Ed
Customer Success Manager enhancing university engagement through strong relationships. Focused on retention and growth within a fully remote team.
Customer Success Manager
Customer Success Manager enhancing customer adoption and retention across PMS solutions at Henry Schein. Leading strategic reviews and monitoring customer health for value realization.