Director of Customer Success

. Lead Feathr’s Customer Success teams against revenue goals .

Posted 9/26/2026full-timeRemote • United StatesLead💰 $125,000 - $150,000 per yearWebsite

Key responsibilities & impact

Lead Feathr’s Customer Success teams against revenue goals
Establish strategic success plans for customer relationship management
Use product usage and engagement data to identify adoption risks and expansion opportunities
Coach managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews
Serve as an escalation point and join key customer calls
Report on retention, renewals, and progress toward key targets
Hire for the team and build onboarding and training programs
Collaborate with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback
Own Customer Success strategy and execution focused on GRR, NRR, lifecycle success planning, and product/service value outcomes
Report to Feathr’s Vice President of Customer Success

What you’ll need

3+ years of people management in a team leadership role
6+ years in customer success, account management, and SaaS team experience
Experience running a Customer Success function, or leading on a CS team, at a tech platform
A track record of leading teams against revenue goals like GRR, NRR, and renewals
Bonus: experience building scaled CS teams or one-to-many programs, such as webinars and office hours, that drive adoption across a large customer base
Ability to set strategic direction and develop and execute comprehensive account management plans
Demonstrated success in leading and mentoring account managers
Understanding of how customer health and adoption drive retention
Track record of developing direct reports and building high-performing teams
Ability to use data to forecast renewals, spot trends, and address risk early
Clear communication and ability to build alignment with customers, peers, and executives
Interest in nonprofit organizations and how they make decisions
Candidates must be located within the United States
Candidates must be legally authorized to work within the U.S.
Candidates must answer whether they require current or future employment visa sponsorship

Comp & perks