Director of Customer Success - Remote

ProfitSolv is a SaaS business services provider for the legal and accounting industry. We are looking for a Director of Customer Success to join our growing team! :

As the Director of Customer Success you will lead and manage the Customer Success department by developing, executing, and delivering departmental objectives. In this high-impact role, you will own the post-sale customer lifecycle- driving client retention, revenue expansion, and adoption of our SaaS platform. You will lead a team of Customer Success Associates and partner closely with Sales, Product, Marketing, Marketing, Operations, Technology, and Support teams to build scalable strategies and deliver exceptional outcomes for our customers.

What we provide:

• Opportunity to Invest in Your Future:. We offer a 401K match.
• Paid Time Off. :Enjoy paid time off and paid holidays.
• Great Coverage. :Take advantage of health, dental, and vision HSA and FSA policies.
• A Great Team.: Collaborate with smart, curious, hardworking individuals.
• Performance Compensation.: Be rewarded for your hard work with performance-based merits.
• Remote Work.: Want to work from home? No problem!

As an Director of Customer Success, you will:

• Build, coach, lead, and scale a high-performing team of Customer Success Associates and future managers.
• Plan, staff, organize, and empower the team in meeting individual and departmental objectives and key performance indicators.
• Develop segment specific playbooks for onboarding, adoption, renewal, and revenue expansion aligning to the overall corporate objectives.
• Contribute to design and execution of customer success strategies across multiple segments to improve retention and customer lifetime value.
• Lead by example in all areas of the business by creating a culture that promotes change management, problem solving, forward thinking, and accountability.
• Partner with leadership to establish clear objectives and tactics including metrics, processes, and cadences to reduce churn and improve retention
• Work with the upper management of their business unit to establish Customer Success team objectives and analytics, providing analysis and recommendations to increase revenue goals.
• Partner with Marketing and Sales to identify and execute cross-sell and upsell opportunities.
• Manage renewal pipeline and own MRR/AAR revenue retention and churn KPIs.
• Execute all client engagement policies and expectations including case management, proactive outreach of clients under department’s assigned book of business, business reviews, and clients’ escalations.
• Conduct regular clients’ check-ins to assess overall customer satisfaction with the service provided by the team.
• Manage products feature enhancements and requests by creating an open and collaborative communication strategy between the client, Customer Success team and the Product Team
• Partner with Onboarding, Support, and Rev-Ops to optimize end-to-end client experience.
• Establish and monitor KPIs including logo and revenue retention, CSAT, NPS, usage/adoption rates, health scores, renewals, outbound activities such as calls, meetings etc., management of cases, escalations, and service agreements.
• Assign and delegate departmental projects, and work to team members and follow up where necessary.
• Drive operational scale through Customer Success automation and reporting tools (CRM, Outreach, etc.) or with the upper management of their business unit to implement and manage software, tools, and resources that drive the effectiveness and efficiency of the customer success teams.
• Perform gap analysis and develop action plans to address gap issues.
• Prepare and lead monthly business assessments and quarterly business reviews for each business unit. Identify and provide recommendations to address performance gaps (ex: revenue shortfalls, team participation gaps, retention gaps, tool adoption gaps etc.)
• Ensure all required compliance, HR, and other assigned training modules and tasks are completed properly and on time.
• Other duties as assigned by leadership.

This position follows established policies and procedures to keep confidential information secure.

A great fit for this position has:

• 5-7 years of experience in Customer Success or Account Management in a SaaS business model, with at least 3 years in a leadership role.
• Proven record of accomplishment of managing a multi-segment Customer Success and driving revenue growth and retention.
• Experience and understanding of cross-selling models, coaching staff to identify new cross-selling opportunities and present options to secure demos and appointments.
• Deep understanding of SaaS business models, customer lifecycles and success metrics.
• Data-driven decision-making and cross-functional collaboration skills.
• Experience working with Customer Success platforms (Salesforce, Gainsight) and CRM tools.
• Prior ability to cultivate positive, long-lasting, working relationships with customers and coworkers.
• Effective communication skills and a high level of professionalism.
• Experience in managing cross-team projects to completion.
• Strong listening skills; open to input from team members, departments, and leadership

• Excellent written and verbal communication skills
• Ability to drive action and accountability
• Strong time management skills
• Ability to coach and hold difficult conversations when needed to address performance issues
• Interviewing, hiring, and training of staff experience
• Strong initiative and sound decision-making ability
• Ability to sit for prolonged periods at a desk and work on a computer.
• Must be able to lift up to 15 pounds at times.
• Ability to travel as needed.

Our commitment to you:

At ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems, and innovate.

Work location: Remote – U.S. only