Director of Customer Success

COMPANY DESCRIPTION

Visual Matrix is building the hospitality technology platform of choice. We help hotels maximize revenue, improve operations, and deliver exceptional guest experiences through innovative hospitality technology.
Our culture is customer-centric, collaborative, entrepreneurial, and built on a builder mindset. We move quickly, solve problems together, and empower our people to make an impact.

JOB DESCRIPTION

Visual Matrix is looking for a Director of Customer Success to build and lead our Customer Success organization from the ground up. This leader will establish a proactive, commercial Customer Success organization responsible for customer retention, GRR, NRR, renewals, expansion revenue, customer health, and long-term customer value. You'll recruit, coach, and develop a team while partnering across Sales, Product, Engineering, and Support to improve customer outcomes.

• Build the Customer Success organization from the ground up.
• Recruit, coach, and develop a high-performing team of Customer Success Managers.
• Own GRR, NRR, renewals, expansion revenue, and customer health.
• Implement customer health scoring, playbooks, KPIs, and forecasting.
• Partner with Sales, Product, Engineering, and Support to improve customer outcomes.
• Champion AI and automation to improve productivity and customer engagement.
• Identify expansion opportunities across products and customer portfolios.
• Create scalable processes that support company growth.

• 7+ years of Customer Success, Account Management, or SaaS leadership experience.
• 3+ years leading customer-facing teams.
• Experience owning renewals, retention, and expansion revenue.
• Builder mindset with experience creating scalable CS processes.
• Strong executive communication and coaching skills.
• Comfortable using AI to improve productivity and decision making.
• Thrive in fast-paced, entrepreneurial environments.

Base Salary Range: $145,000- $165,000, part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.
Location
Remote, United States.