Director, Client Success and Renewal

Role Summary: 

You own the engine that drives retention, expansion, and long-term customer value. As Director of Client Success & Renewals, you lead a high-impact function across mid-market and enterprise accounts—building a system that turns customers into advocates and renewals into predictable revenue. You’ll lead a Manager and their team while shaping strategy, process, and AI-enabled execution across the full customer lifecycle. 

What You’ll Do: 

• Build and lead a high-performing Client Success & Renewals function across mid-market segments  

• Own net revenue retention (NRR), gross retention, and renewal forecasting accuracy  

• Lead, coach, and scale a manager and their team of CSMs and Renewal Specialists  

• Design the renewal motion—proactive, data-driven, and expansion-oriented  

• Implement AI-driven workflows for health scoring, churn prediction, and renewal risk detection  

• Drive executive-level customer engagement for high-value and at-risk accounts  

• Partner with Sales, Product, and Support to close feedback loops and improve customer outcomes  

• Standardize playbooks for onboarding, adoption, renewal, and expansion  

• Use data to identify growth opportunities and optimize account strategies  

• Build dashboards and reporting that create visibility into retention performance and risks  

• Elevate customer conversations from reactive support to strategic partnership  

• Drive operational rigor—clean data, disciplined forecasting, and consistent execution 

• Stay ahead of the curve on AI tooling, agentic workflows, and CS technology bringing emerging capability into the team before it becomes standard practice 
• Develop and iterate enterprise-grade engagement models that account for complex stakeholder environments, multi-site deployments, and long contract cycles 

• Stay ahead of the curve on AI tooling, agentic workflows, and CS technology bringing emerging capability into the team before it becomes standard practice 
• Develop and iterate enterprise-grade engagement models that account for complex stakeholder environments, multi-site deployments, and long contract cycles 

What You'll Bring: 

• 8+ years in Customer Success, Account Management, or Renewals in B2B SaaS  

• 3+ years leading managers and scaling customer-facing teams  

• Proven ownership of retention metrics (NRR, GRR, churn reduction)  

• Experience managing mid-market or scaled customer segments  

• Strong commercial instincts—comfortable driving renewals, upsells, and expansion  

• Ability to design systems, not just manage people  

• AI fluency—experience using AI tools for forecasting, customer insights, or workflow automation  

• Skilled at translating data into action and executive-level narratives  

• Strong cross-functional leadership—able to influence without authority  

• Clear communicator who can simplify complexity and drive alignment  

• High ownership mindset—you see gaps and close them fast 

• Genuine curiosity about how AI and automation are reshaping customer success;  you experiment, you test, and you bring what works back to the team 
• Experience managing enterprise or upper mid-market SaaS accounts with complex buying committees, procurement cycles, and multi-year contract structures 
• A track record of building in ambiguity, you don't wait for perfect data or a defined playbook to take action 
• Hands-on familiarity with AI tools across the CS stack, from health scoring models to LLM-powered customer insights to automated renewal workflows