Director of Customer Success

Deep End Talent Strategies

. Own post-sale customer experience, customer satisfaction, retention, gross revenue retention, and net revenue retention .

Posted 10/9/2026full-timeRemote • United StatesLead💰 $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on retention strategies, customer health scoring, and effective training delivery. Proven ability to collaborate with cross-functional teams and leverage data-driven insights to enhance customer satisfaction and drive revenue growth.

Highest-signal resume keywords

B2B SaaS Customer Success ExperienceCustomer Health ScoringRetention Improvement StrategiesCRM Tools ProficiencyTeam Management and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ScoringChurn ReductionCustomer Lifecycle ProgramsData-Driven InsightsKPI MeasurementCustomer Success PlaybooksEngaging Customer TrainingUpsell Motion DesignSales CollaborationCustomer Feedback Programs

Soft Skills

Strong Communication SkillsLeadership and CoachingSimplifying Complex WorkflowsCollaboration with Executive LeadershipCustomer Stakeholder Engagement

Tools & Technologies

SalesforceCRM ToolsCustomer Success ToolsWebinar PlatformsOn-Demand Content Delivery

Industry Keywords

Life SciencesClinical ResearchHealthcareRegulated IndustryCTMSETMFPrivate Equity-BackedGrowth-Stage Company

About the role

Key responsibilities & impact

Own post-sale customer experience, customer satisfaction, retention, gross revenue retention, and net revenue retention
Develop and execute plans to reduce churn across regions and segments
Build a customer health scoring model using product usage, support activity, engagement, and renewal signals
Identify at-risk accounts and lead save plans with internal stakeholders
Run customer feedback programs such as NPS or CSAT and turn results into action
Serve as executive point of contact for key accounts and escalations
Design and deliver customer training through webinars, live sessions, office hours, and on-demand content
Promote underused platform features and modules
Build customer lifecycle touchpoints including onboarding follow-ups, periodic business reviews, and release updates
Partner with Marketing on customer-facing content, case studies, and references
Identify expansion opportunities and pass qualified leads to Sales
Partner with Sales and leadership to design the upsell motion, including lead criteria, handoff process, and follow-up expectations
Track CS-sourced expansion leads and report conversion to closed revenue
Support Sales during expansion conversations without owning the close
Share customer feedback, feature requests, and churn reasons with Product and leadership
Build Customer Success playbooks, processes, and reporting
Report on retention, churn, health, adoption, and CS-sourced pipeline
Lead, coach, and develop a small team
Define team structure, roles, and hiring plan as the customer base grows
Report to the CEO and collaborate with Sales, Product, Marketing, Implementation, and Support

Requirements

What you’ll need

Successful experience in progressive B2B SaaS customer success roles
At least several years managing and developing a team
Demonstrated track record of improving retention and reducing churn
Experience building customer health scoring, lifecycle programs, and CS playbooks
Ability to design and deliver engaging customer training, both live and on-demand
Experience partnering with Sales to identify and hand off expansion opportunities and build a repeatable upsell motion
Ability to identify, measure, and report on relevant KPIs with data-driven insights
Comfort with CRM and customer success tools, such as Salesforce
Ability to use product usage data
Strong written and verbal communication skills
Ability to simplify complex software and technical workflows
Comfort working with executive leadership and customer stakeholders at all levels
Willingness to travel approximately 25% as needed
Preferred: experience supporting customers in life sciences, clinical research, healthcare, or another regulated industry
Preferred: familiarity with CTMS, eTMF, or other clinical trial software
Preferred: experience supporting customers across the United States, Europe, and APAC
Preferred: experience in a private equity-backed or growth-stage company
Preferred: experience building or scaling a customer success function in a growing software company

Benefits

Comp & perks

Annual performance-based bonus of 20%
Equity participation
Access to the company's benefits plan
Remote work arrangement
Travel expenses or travel support implied by required business travel