[Hiring] Director of Customer Success @Mitratech

Role Description

Our Director of Customer Success is a strategic leadership role focused on maximizing customer value, retention, and loyalty by overseeing customer success teams, developing customer-centric strategies, and ensuring alignment between customer needs and business objectives. Key responsibilities include:

• Building and leading the CS team.
• Designing scalable programs for customer engagement and onboarding.
• Analyzing customer health and feedback to drive product improvements.
• Collaborating with sales, product, and marketing.
• Reducing churn while increasing customer lifetime value and advocacy.
• Managing a team of customer success managers supporting a portfolio of both named and team-based accounts.

Qualifications

• 5 to 7 years in a SaaS environment leading a Customer Success Team.
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
• Knowledge of customer service practices.
• Technical aptitude and ability to learn software programs.
• Analytical and data-driven analysis to optimize renewals, churn, upgrades, and upsells.

Requirements

• Developing and managing customer success programs at scale through automation.
• Experience in leading both a named portfolio and team-based customer success approach.
• Experience with Customer Relationship Management software such as Salesforce.
• Experience with Tech-CSM solutions such as Gainsight, Totango, or others.

Benefits

• Health, Dental & Vision Insurance.
• 401 (k) + Employer Match.
• Unlimited PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off.
• STD, LTD & Group Life Insurance.
• Paid Parental Leave.
• Pet Insurance.
• FSA & HSA Options.
• Employee Assistance Program.