We’re looking for a Sr Director of Customer Success & Renewal Management who can roll up their sleeves and lead from the front. This role is responsible for ensuring customers are successful with our platform while also driving renewals and account growth. You’ll manage the customer lifecycle—from adoption and ongoing value realization through renewal and expansion—while leading a team that balances customer satisfaction with revenue goals.
Key ResponsibilitiesCustomer Success- Monitor customer usage, health scores, and support trends to proactively address risks.
- Develop regular check-ins, QBRs, and success plans to keep accounts aligned with business outcomes.
- Escalate and resolve customer issues quickly, partnering with Support and Product teams.
- Ensure customers are realizing value and achieving their desired outcomes with the platform.
- Own renewals and license expansion for assigned accounts, ensuring retention and growth targets are met.
- Build and maintain strong, trusted relationships with customer stakeholders — including executive sponsors and decision-makers.
- Identify upsell license opportunities by understanding customer needs and growth projections
- Manage commercial discussions related to renewals and expansions directly with customers including contracting process review, approval, and execution
- Manage and coach a team of Customer Success Managers/Renewal Managers.
- Define KPIs (renewals, churn, NRR, customer health) and report on performance.
- Build playbooks and processes to ensure consistency across the team.
- Leverage AI-driven insights, automation, and customer health scoring to scale engagement and anticipate risks.
- Partner with internal teams (Product, Marketing, Support) to streamline the customer experience and bring feedback into the business.
- 7–10+ years in customer success, renewal/account management, or client services within SaaS.
- 3+ years of team management experience within SaaS
- Proven track record of hitting renewal targets without reliance on Sales.
- Experience managing and developing a customer-facing team.
- Strong executive presence with the ability to build trusted relationships at the C-suite level.
- Familiarity with AI-powered tools and analytics to drive customer engagement, predict churn, and surface growth opportunities.
- Comfortable using customer success and CRM platforms (Salesforce, Gainsight, etc.).
- Excellent communicator with strong problem-solving skills.
- Able to travel up to 25%
What Success Looks Like- Renewal targets are consistently achieved.
- Expansion opportunities are identified and closed.
- Customers have clear adoption and success plans in place.
- Strong executive relationships are established and maintained across key accounts.
- AI-powered insights are driving proactive customer engagement and operational efficiency.
- The team is running against defined playbooks and meeting KPIs.
- Customer issues are addressed quickly with minimal escalations.
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