- Company Name
- XOPS
- Job Title
- Director, Customer Success
- Job Description
-
**Job Title:** Director, Customer Success
**Role Summary:** Lead enterprise customer success operations, owning key accounts and driving adoption, engagement, and expansion. Build scalable onboarding and CS processes, establish metrics, and lay groundwork for a high‑performing CS team, with an eye toward evolving into Head of Customer Success.
**Expectations:**
- Own frontline account management for strategic enterprise relationships.
- Deliver tangible business outcomes within 12 months and transition from player‑coach to formal CS leadership.
- Maintain executive presence with CIO/VP‑level stakeholders.
- Operate efficiently in a fast‑paced, resource‑constrained environment.
- Travel 15–25%, as required.
**Key Responsibilities:**
- Pilot end‑to‑end enterprise onboarding, collaborating with Solutions Engineering and implementation partners.
- Create repeatable frameworks for onboarding, adoption, and value delivery.
- Lead quarterly business reviews, track ROI, and own key success metrics (e.g., NRR, account health).
- Identify upsell/expand opportunities, partnering with Sales and customers to build business cases.
- Design and refine CS playbooks for onboarding, engagement, renewals, and escalation paths.
- Establish customer health dashboards and feedback loops; represent customer interests in product roadmap discussions.
- Mentor junior CS staff, developing a foundation for future CS expansion.
**Required Skills:**
- 10+ years of customer success, account management, or enterprise delivery in SaaS/enterprise tech.
- Proven experience building/ scaling CS functions at a startup or high‑growth company.
- Track record of successful onboarding and expanding large enterprise accounts.
- Executive‑level communication, managing CIO/VP‑level relationships.
- Analytical, data‑driven mindset; adept at using Gainsight, Salesforce, Rocketlane, Totango, or similar tools.
- Strong collaboration, adaptability, and ability to thrive under resource constraints.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Computer Science, or related field (required).
- Professional certifications in Customer Success or Project Management (e.g., Certified Customer Success Manager, PMP) preferred but not mandatory.