[Hiring] Director of Customer Success @Feathr

Role Description

As the Director of Customer Success at Feathr, you will lead a Customer Success organization whose goals are tied directly to revenue. This is a director-level role built for an experienced, proven Customer Success leader: someone who can step in quickly, take ownership of the organization, and focus on driving results from day one. This role reports to Feathr’s Vice President of Customer Success.

You will own the strategy and execution for how your teams protect and grow our customer base, with a focus on:

• Gross revenue retention (GRR)
• Net revenue retention (NRR)
• Success planning across the customer lifecycle
• Leading towards value outcomes through Feathr’s products and services

Central to your role will be providing guidance, support, and leadership to your team. Through setting clear goals, monitoring progress, coaching, and effective communication, you will build a collaborative, high-performance culture focused on creating a world-class customer experience. You will help your team navigate challenges and seize opportunities. Your strategic decisions will be instrumental in achieving departmental and company-wide objectives, aligning closely with Feathr’s mission and values.

Your Day

• Lead Feathr’s Customer Success teams against revenue goals.
• Establish strategic success plans as the standard for how your team manages customer relationships.
• Use product usage and engagement data to identify adoption risks and expansion opportunities.
• Coach your 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 clearly on retention, renewals, and progress toward key targets.
• Hire for the team and build its onboarding and training programs.
• Work with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback.

Qualifications

• 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.

Requirements

• Ability to set strategic direction, develop and execute comprehensive account management plans that align with customer objectives and Feathr’s business goals.
• Demonstrated success in leading and mentoring a team of account managers, fostering collaboration, and promoting a high-performance culture.
• You understand how customer health and adoption drive retention, and you manage your team accordingly.
• You have a track record of developing direct reports and building high-performing teams.
• You use data to forecast renewals, spot trends, and address risk early.
• You communicate clearly and build alignment with customers, peers, and executives.
• You’re interested in the nonprofit organizations we serve and how they make decisions.

Benefits

• The target base salary for this position is $125,000 – $150,000 annually, plus an additional $50,000 annual performance bonus.
• 100% Remote work environment
• Comprehensive Health, Dental, and Vision insurance
• Paid Vacation, Sick Time, and Paid Company Holidays

Interview Process

• HR Information Screen - 20-30 minutes on your experience, compensation, and any questions you have.
• Manager Interview - 45 minutes on the role and your leadership experience.
• Panel Interview - 1 hour conversation with Customer Success and cross-functional leaders.
• CEO Interview - 30 minute conversation with Feathr’s CEO.
• Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role.
• Reference Check - Candidates being considered for this role will be asked to provide three professional references.
• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate.

Culture

Feathr defines culture as the secret sauce that makes our flock members want to come to work every day and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have:

• Practicality: Progress Over Perfection
• Ambition: When Feathr wins, We all win
• Candor: Better communication, Better results
• Trust: Assume the best, Share openly
• Service: We exist to fix

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.