Director of Customer Success
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Job Description
Director of Customer Success scaling post-launch partner lifecycle on Lucra’s B2B gamified platform. Focusing on revenue retention, operational excellence, and team leadership.
Responsibilities:
- Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
- Drive renewals through demonstrated business value and measurable performance
- Identify and develop upsell and expansion pathways in partnership with Sales
- Build structured account growth plans tied to adoption and engagement performance
- Ensure contract success criteria are clearly defined, measured, and communicated
- Drive product adoption, activation, and sustained engagement
- Establish structured Business Reviews tied to measurable KPIs
- Create standardized intervention frameworks for underperforming accounts
- Act as the execution bridge between Marketing strategy and partner operations
- Define and implement customer health scoring frameworks
- Build scalable Customer Success processes by segment (strategic vs standard operators)
Requirements:
- 7+ years in Customer Success, Account Management, or post-sales leadership
- 3+ years managing Customer Success or Account teams
- Direct ownership or accountability for retention and expansion revenue
- Experience operationalizing marketing or go-to-market frameworks within customer accounts
- Strong understanding of SaaS retention metrics (NRR, GRR, churn, expansion)
- Comfort presenting performance data to executive stakeholders
- Highly data-driven decision-making.
- Preferred Experience
- Experience in usage-based or marketplace-driven business models
- Exposure to client-facing analytics and ROI storytelling
- Experience deploying campaign-based engagement strategies at scale
- Background in hospitality, entertainment, gaming, or loyalty ecosystems
- Experience building CS functions in Series A–C environments
Benefits:
- Health insurance
- Flexible work arrangements
- Professional development
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