Director of Customer Success

Responsibilities: Build and lead a proactive Customer Success organization from the ground up to drive retention, GRR, and NRR. Partner across Sales, Product, and Engineering to improve customer outcomes and implement scalable health scoring and playbooks.

Requirements: Requires over 7 years of Customer Success or SaaS leadership experience, including at least 3 years leading customer-facing teams. Candidates must have a builder mindset and a proven track record of owning renewals and expansion revenue.

Key skills: Customer Success Management, Account Management, SaaS Leadership, Revenue Retention, Expansion Revenue, Customer Health Scoring, Executive Communication, Team Coaching, Process Scaling, AI Productivity, KPI Implementation, Forecasting

Keywords: SaaS, GRR, NRR, Customer Retention, Customer Health Scoring, Hospitality Technology, AI, Automation, Expansion Revenue, Customer Success Manager, Account Management, Scalable Processes