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Director of Professional Services
Deep End Talent Strategies. Report to the CEO and lead customer success strategy and execution .
About the role
Key responsibilities & impact- Report to the CEO and lead customer success strategy and execution
- Own customer satisfaction and retention across the global customer base
- Own gross and net revenue retention and build 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 early and lead save plans with internal stakeholders
- Run a regular customer feedback program 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
- Highlight underused features and modules that address customer needs
- 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 through training sessions, account reviews, and usage data
- Work with Sales and leadership to design the upsell motion, including lead criteria, handoff process, and follow-up expectations
- Track Customer Success-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 playbooks, processes, and reporting for a scalable Customer Success function
- Report on retention, churn, health, adoption, and CS-sourced pipeline
- Lead, coach, and develop a small team of direct reports
- Define team structure, roles, and hiring plan as the customer base grows
- Collaborate with Sales, Product, Marketing, Implementation, and Support to shape the roadmap and customer value
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 directly 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 working 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
- Opportunity to grow the team as the business grows