The Director, Customer Success is a senior leadership role responsible for driving retention, expansion, and long‑term customer value across a strategic Enterprise portfolio of B2B SaaS customers. This role owns excellence in execution—translating strategy into outcomes through disciplined operating rhythms, strong project management, and accountability to measurable results.
Your portfolio responsibility will consist of 60-80 North America-based Enterprise customers totaling $40M-60M ARR. You will lead and develop a team of 8-10 Enterprise-level Customer Success Managers (CSMs) and Customer Strategy Leads (CSLs) focused on identifying and mitigating churn risk, driving new and existing revenue, accelerating customer time‑to‑value, and ensuring high product utilization and adoption. This role partners closely with Sales, Product, Marketing, Support, and Professional Services to innovate and deliver exceptional customer outcomes at scale.
The ideal candidate is a hands‑on leader who thrives in complex, fast‑moving environments, rigorously manages performance against KPIs, and inspires teams to deliver consistent, repeatable results.
Why you'll love this role:
Lead and scale a high-performing Customer Success team, coaching leaders and driving a culture of customer excellence.
Make a direct business impact by owning customer retention, growth, and long-term success.
Partner with executive stakeholders to help customers achieve meaningful business outcomes.
Shape strategy and influence change across Product, Sales, and Operations.
Build and optimise scalable programs that enhance customer experience and support company growth
How you'll shape Customer Operations at Achievers:
Customer Outcomes, Retention & Growth
Own customer success outcomes across a defined book of business, with accountability for:
Net Revenue Retention (NRR)
Gross Retention / Churn
ARR growth through expansion, cross‑sell revenue and recognition point volume and redemption margin
Product adoption, utilization, and value realization
Proactively identify and mitigate customer churn‑risk using data‑driven signals and qualitative insight
Ensure customers realize clear, documented business value tied to their original use cases and evolving goals
Engage with customer leadership to deepen and broaden our connection with key stakeholders
Lead strategies that drive revenue growth through demonstrated ROI, strong executive alignment, and outcome‑based success planning
Ability to multi-thread and network at the VP and C-Suite level of our customers’ organizations
Team Leadership & Performance Management
Lead, coach, and develop a high‑performing team of Customer Success Managers and Customer Strategy Leads
Set clear expectations, operating cadences, and performance standards aligned to company priorities
Drive high accountability for execution, results, and forecast accuracy
Manage customer escalations to successful resolution and correct root cause to mitigate reoccurrence
Partner with Enablement and Revenue Operations to build and maintain scalable and durable programs to elevate team capability
Foster a culture of ownership, urgency, and continuous improvement
Execution Excellence & Program Management
Translate customer success strategy into operational execution across people, process, and tools
Lead complex, cross‑functional initiatives (e.g. risk mitigation, renewal transformation, adoption programs)
Improve customer time‑to‑value and sustained value through program road mapping, success planning, and lifecycle engagement
Ensure consistent use of customer success methodologies, playbooks, and best practices
Manage capacity planning, segmentation strategy, and coverage models to scale the function effectively
Cross‑Functional Leadership & Influence
Partner with Enablement, Revenue teams, and Account Management on renewals, expansions, and account planning
Collaborate with Product and Engineering to influence roadmap decisions through customer insight and trends
Work closely with Support and Professional Services to deliver a seamless customer experience
Act as a strong internal advocate for the customer while balancing business outcomes
Metrics, Insights & Reporting
Define, track, and continuously improve key Customer Success KPIs and health scores
Analyze data to identify trends, risks, and opportunities across segments and cohorts
Deliver clear, actionable insights to executive leadership on customer health, retention risk, and growth potential
Ensure rigor and accuracy in forecasting renewals and expansion revenue
Experience we feel will set you up for success:
8+ years of experience in Customer Success, Account Management, or related revenue‑retention roles within B2B SaaS
5+ years of people leadership experience managing managers and senior‑level ICs
Proven track record of owning and improving retention, expansion, and customer health metrics
Strong operational and project management capabilities with the ability to execute at scale
Experience working cross‑functionally with Sales, Product, and Engineering teams
Deep understanding of SaaS business models, renewals, and recurring revenue dynamics
Exceptional communication skills with the ability to engage senior customer leaders and internal stakeholders
