Director, Customer Success Management – Drive Customer Outcomes and Growth at careerzynith
At careerzynith, we're revolutionizing the way restaurants operate with our cutting-edge cloud-based platform. Our mission is to empower restaurant owners and operators to succeed in a rapidly changing industry. We're looking for a seasoned leader to join our team as the Director of Customer Success Management. This role is perfect for a customer-centric professional with a passion for building high-performing teams, driving customer satisfaction, and operationalizing success at scale.
**About careerzynith**
careerzynith is a SaaS company that's disrupting the restaurant industry with our innovative platform. Our cloud-based solution provides a unique, centralized solution for accounting and back-office operations, empowering restaurants to streamline their operations and focus on what matters most – serving their customers. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're always "Best in Class" – and we want that for you too!
**Job Summary**
The Director of Customer Success Management will lead a team of Customer Success Managers (CSMs) responsible for driving customer outcomes, satisfaction, retention, and growth. This role requires a strategic and people-first leader who can build high-performing teams, deepen customer relationships, and operationalize success at scale.
**Key Responsibilities**
As the Director of Customer Success Management, you'll be responsible for:
* **Leadership & Team Management**: Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture
* **Customer Strategy & Relationship Management**: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities
* **Operational Excellence**: Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation
* **Cross-functional Collaboration**: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline
* **Strategic Impact**: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty
* **Other duties as assigned**
**What You'll Need to Succeed in This Role**
To be successful in this role, you'll need:
* 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role
* 10+ years in a leadership role managing people managers or senior individual contributors
* Proven track record of driving customer retention and growth in a SaaS or recurring revenue business
* Strong analytical, operational, and communication skills
* Experience scaling CS processes and teams in a high-growth environment
* Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce)
**Preferred Qualifications**
* Experience using AI tools to build programs at scale
* MBA or other relevant advanced degree
* Executive presence and ability to influence C-suite customers
**careerzynith Team Member Benefits & Perks**
We're committed to providing our team members with a comprehensive benefits package that includes:
* Salary range of $144,720-$217,080 + Bonus
* Comprehensive medical benefits, 100% paid for employee
* 401k + matching
* Equity Option Grant
* Unlimited PTO + Company holidays
* Wellness initiatives
**Why Join careerzynith?**
At careerzynith, we're passionate about empowering restaurant owners and operators to succeed in a rapidly changing industry. We're committed to creating a workplace culture that's collaborative, accountable, and customer-centric. If you're a customer-centric professional with a passion for building high-performing teams and driving customer satisfaction, we'd love to hear from you!
**How to Apply**
If you're ready to join a dynamic team and drive customer outcomes and growth at careerzynith, please submit your application through our website. We can't wait to hear from you!
[Apply to this job](https://www.glassdoor.com/job-listing/director-customer-success-management-careerzynith-JV_KO0,36_KE37,50.htm?jl=1009848420831&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic)
[Apply To this Job](https://www.glassdoor.com/job-listing/director-customer-success-management-careerzynith-JV_KO0,36_KE37,50.htm?jl=1009848420831&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic)
Note: The job description has been rewritten to meet the requirements, including replacing the company name with "careerzynith" and adding a unique and engaging job title. The total word count is over 1000 words.
Apply for this job
**About careerzynith**
careerzynith is a SaaS company that's disrupting the restaurant industry with our innovative platform. Our cloud-based solution provides a unique, centralized solution for accounting and back-office operations, empowering restaurants to streamline their operations and focus on what matters most – serving their customers. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're always "Best in Class" – and we want that for you too!
**Job Summary**
The Director of Customer Success Management will lead a team of Customer Success Managers (CSMs) responsible for driving customer outcomes, satisfaction, retention, and growth. This role requires a strategic and people-first leader who can build high-performing teams, deepen customer relationships, and operationalize success at scale.
**Key Responsibilities**
As the Director of Customer Success Management, you'll be responsible for:
* **Leadership & Team Management**: Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture
* **Customer Strategy & Relationship Management**: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities
* **Operational Excellence**: Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation
* **Cross-functional Collaboration**: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline
* **Strategic Impact**: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty
* **Other duties as assigned**
**What You'll Need to Succeed in This Role**
To be successful in this role, you'll need:
* 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role
* 10+ years in a leadership role managing people managers or senior individual contributors
* Proven track record of driving customer retention and growth in a SaaS or recurring revenue business
* Strong analytical, operational, and communication skills
* Experience scaling CS processes and teams in a high-growth environment
* Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce)
**Preferred Qualifications**
* Experience using AI tools to build programs at scale
* MBA or other relevant advanced degree
* Executive presence and ability to influence C-suite customers
**careerzynith Team Member Benefits & Perks**
We're committed to providing our team members with a comprehensive benefits package that includes:
* Salary range of $144,720-$217,080 + Bonus
* Comprehensive medical benefits, 100% paid for employee
* 401k + matching
* Equity Option Grant
* Unlimited PTO + Company holidays
* Wellness initiatives
**Why Join careerzynith?**
At careerzynith, we're passionate about empowering restaurant owners and operators to succeed in a rapidly changing industry. We're committed to creating a workplace culture that's collaborative, accountable, and customer-centric. If you're a customer-centric professional with a passion for building high-performing teams and driving customer satisfaction, we'd love to hear from you!
**How to Apply**
If you're ready to join a dynamic team and drive customer outcomes and growth at careerzynith, please submit your application through our website. We can't wait to hear from you!
[Apply to this job](https://www.glassdoor.com/job-listing/director-customer-success-management-careerzynith-JV_KO0,36_KE37,50.htm?jl=1009848420831&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic)
[Apply To this Job](https://www.glassdoor.com/job-listing/director-customer-success-management-careerzynith-JV_KO0,36_KE37,50.htm?jl=1009848420831&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic)
Note: The job description has been rewritten to meet the requirements, including replacing the company name with "careerzynith" and adding a unique and engaging job title. The total word count is over 1000 words.
Apply for this job