[Hiring] Director of Customer Success @RELX

Role Description

Are you a customer success leader who can build a high-performing operating model focused on retention and growth? Do you excel at developing teams, strengthening executive customer relationships, and expanding long-term partnership value?

The Director of Customer Success is a strategic sales leadership role responsible for retaining and growing government customer relationships across the VitalChek portfolio. Reporting to the Senior Director of Sales, this leader will guide customer retention, revenue expansion, renewal performance, executive-level relationship management, and customer advocacy.

This role will build and formalize customer success capabilities that do not fully exist today, helping the team move away from technical-help responsibilities and toward proactive retention and growth objectives. The Director will also help customers maximize the value of VitalChek vital records solutions, payment technologies, and identity verification platforms while identifying opportunities for growth and expansion. The position may be fully remote within the United States and will require regular travel to customer locations, industry events, and internal meetings.

Responsibilities

• Lead, coach, and develop a team of five Customer Success Managers responsible for customer retention, account growth, and customer satisfaction.
• Establish a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development.
• Build and execute customer success strategies that support company growth objectives and customer retention goals.
• Create scalable processes, role clarity, and best practices that improve customer engagement, account health, and team effectiveness.
• Own team performance against renewal, retention, and expansion revenue targets.
• Partner with Customer Success Managers to identify upsell and cross-sell opportunities within existing accounts.
• Lead account planning, renewal and expansion forecasting, and pipeline-visibility activities for the customer success organization.
• Monitor customer health indicators and proactively address risks to retention and renewal success.
• Build trusted relationships with senior government stakeholders and executive sponsors.
• Serve as an escalation point for critical customer issues and strategic account concerns.
• Conduct executive business reviews and strategic planning discussions with key customers.
• Support major contract renewals, negotiations, and expansion opportunities.
• Partner with Implementation, Product Management, Support, Operations, and Executive Leadership to deliver strong customer experiences.
• Provide customer insights and market feedback to influence product strategy and service delivery.
• Collaborate with implementation and onboarding teams to support smooth customer transitions and long-term adoption.
• Develop and maintain customer success processes, metrics, and reporting frameworks.
• Analyze customer and revenue data to identify trends, risks, and growth opportunities.
• Lead change-management and process-improvement initiatives that strengthen organizational performance and customer outcomes.

Qualifications

• Minimum of 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role.
• Proven success leading teams responsible for revenue retention, renewals, and account growth.
• Experience forecasting revenue and managing performance against revenue targets.
• Demonstrated ability to build executive-level customer relationships and navigate complex stakeholder environments.
• Strong coaching, leadership, communication, and presentation skills.
• Experience managing escalations and resolving complex customer challenges.

Preferred Qualifications

• Minimum of three years of people-leadership experience managing customer success, account management, or sales teams.
• Experience building or formalizing customer success teams, defining team roles, or establishing operating structures.
• Experience within government technology, public-sector technology, SaaS, payments, or citizen-services industries.
• Experience working with state, local, or municipal government customers.
• Knowledge of subscription-based and contract-based revenue models.
• Experience leading customer success transformation, process improvement, or organizational change initiatives.
• Bachelor’s degree in business, marketing, management, or a related field. An equivalent combination of education and relevant experience may be considered.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits.
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan.
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs.
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity.
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits.
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts.
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.