Director of Customer Success

Role OverviewAs the Director of Customer Success, you will lead a team of Customer Success Managers (CSMs) and be responsible for ensuring the retention and growth of our existing customers. Your primary focus will be on driving renewals, identifying expansion opportunities, and ensuring that customers continue receiving maximum value from our solutions. You will carry a team-based quota that is tied to revenue retention and growth. You will be the key point of escalation for customer concerns and will collaborate cross-functionally with our sales, product, and engineering teams to ensure customer success at every stage of a customer’s lifecycle.Key ResponsibilitiesTeam Leadership & ManagementLead, mentor, and develop a team of CSMs to deliver exceptional results in customer retention and account expansion.Foster a collaborative, customer-centric culture focused on delivering high-value outcomes for our customers.Customer Retention & ExpansionOwn and manage the customer journey post-sale, ensuring the successful adoption of our solutions and driving retention.Develop strategies to maximize customer renewals and identify expansion opportunities through upselling and cross-selling initiatives.Collaborate closely with CSMs to track account health, identify at-risk accounts, and develop action plans to mitigate churn.Customer Advocacy & Relationship Building.Build strong relationships with key customer stakeholders, becoming a trusted advisor for laboratory managers and life sciences professionals.Act as the voice of the customer within the organization, providing feedback to product and engineering teams to enhance the platform’s value and align it with customer needs.Conduct and advise on regular business reviews with key accounts to ensure alignment with customer objectives and satisfaction with our solutions.Operational Excellence & Process Improvement.Develop and implement scalable processes throughout the customer lifecycle that improve efficiency and enhance the customer experience.Track, report, and action on KPIs such as renewal and retention rates, expansions, and customer health scores.Leverage tools and technologies to streamline customer success operations and provide visibility into customer activity and satisfaction.Cross-functional Collaboration.Partner with sales, product, and engineering teams to align customer success initiatives with broader company objectives.Work closely with marketing and product teams to ensure customers are informed of product updates, new features, and best practices.Lead efforts to continuously improve the customer experience, ensuring that our alert and monitoring solutions meet the evolving needs of our customers.Qualifications7+ years of experience in customer success or account management within the B2B SaaS space, preferably in life sciences or related fields, with 3+ years as a people manager.Proven track record of driving customer retention and expansion.Deep understanding of the life sciences industry, particularly laboratory environments and the use of monitoring/alerting solutions.Exceptional leadership and communication skills, with the ability to influence and inspire cross-functional teams and diverse customers.Strong analytical skills with a data-driven approach to problem-solving and decision-making.Experience with customer success platforms and CRM systems.Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

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