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Director of Customer Success
United States (Remote) · Director
Sponsorship not specified$145k-$165kDetected 8 days ago
Account ManagementCustomer SuccessLeadershipCommunicationMentoring
About the role
- We move quickly, solve problems together, and empower our people to make an impact.
- 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.
- 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.
Responsibilities
- Visual Matrix is looking for a Director of Customer Success to build and lead our Customer Success organization from the ground up.
- 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.
- Partner with Sales, Product, Engineering, and Support to improve customer outcomes.
- Create scalable processes that support company growth.
Skills
- 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.
Compensation
- $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.
Benefits
- Own GRR, NRR, renewals, expansion revenue, and customer health.
- Implement customer health scoring, playbooks, KPIs, and forecasting.
Company info
- 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.
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