Director, Customer Success

About the Role

Topia is the leader in providing technology solutions to manage all forms of employee movement and work location flexibility effectively, at scale and with a firm focus on compliance. Our secure, cloud-based platform is used to support businesses before, during and after their people move or travel to wherever they need to be and helps companies ensure the right people are in the right place at the right time. We are looking for a Director, Customer Success to join our team in Denver, Colorado.

As Director, Customer Success, you will lead a team of Customer Success Managers and Application Support Analysts to drive onboarding, adoption, and renewals, while identifying opportunities for expansion. You will manage key success metrics, plan executive reviews, and build strong customer relationships to ensure satisfaction and loyalty. Your role will involve representing the voice of the customer internally and working cross-functionally to address customer needs, with occasional travel to customer sites. This position reports directly to the Chief Operating Officer.

Responsibilities include:

• Manage, coach, and lead the team of Customer Success Managers to onboard customers, drive adoption, identify customer advocacy opportunities, and secure renewals
• Own and lead strategy and execution for customer renewals and expansion
• Develop and execute customer success plans, tracking, and reporting on key metrics for customer adoption and success
• Plan and execute quarterly executive reviews with customers onsite to discover and understand their ongoing business needs
• Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
• Continually identify opportunities to improve the customer experience, including providing a feedback loop to our internal Product team
• Personally manage escalations from your direct reports, and follow a methodical escalation process to internal stakeholders
• Leverage and coordinate cross-functional resources across the organization to proactively address and fulfill customer needs
• Represent the voice of the customer to inform our sales process and product roadmap
• Occasional travel to customer sites with an estimated frequency of 10% of the time

About You

• 7 years’ experience in Customer Success / Account Management / Relationship Management, including in a B2B SaaS environment
• Comfortable with building both scalable low-touch CSM processes and white-glove high-touch programs
• Experience defining, tracking, and managing Customer Success KPIs
• Excellent time management, analytical, and communication skills
• Results-driven mentality, with a bias for speed and action
• Proven negotiation and influencing skills at the executive level
• Experience leading client relationships and building relationships with c-level executives in software as a service, mobile or marketing environments
• Experience working with Talent Mobility, HR industry, and/or HR technology teams highly preferred
• Proven ability to lead a team in a rapidly changing environment, across multiple geographies
• Ability to drive high-level strategy while also being comfortable digging into details as part of a nimble and collaborative team environment
• BA/BS degree

About Topia

At Topia, we expand horizons to transform the future. As part of a mission and values-driven culture, employees have autonomy, opportunities for growth, and the ability to directly impact our business.

We also offer competitive perks and unique experiences. While each country has its own specifics, our US offering includes:

• Comprehensive health insurance including coverage for medical, dental, vision, life, AD&D, and short and long term disability. Enrollment in buy up, pre-tax savings accounts, and voluntary plans is also available.
• Retirement savings plans including both traditional pre-tax and Roth options.
• Flexible paid time off and paid company holidays
• Competitive base salary and performance-based incentives
• Professional development opportunities
• Company-sponsored events and activities

Salary range: $140,000 - $160,000 Bonus Eligible

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

The application window for this role will be open until at least 4/14/2025. This opportunity will remain online based on business needs which may be before or after the specified date.