Director, Client Success and Renewal
Skills
- Proven leadership of customer-facing teams and managers
- Ownership of retention metrics (NRR, GRR, churn reduction)
- Forecasting and renewal process design
- Practical experience with AI tooling in CS (health scoring, LLM insights, automation)
- Strong cross-functional collaboration with Sales, Product, and Support
- Data-driven decision making and dashboard/reporting creation
- Executive communication and stakeholder management
- Commercial instincts for renewals, upsells, and expansion
Responsibilities
- Build and lead a high-performing Client Success & Renewals organization across mid-market and enterprise segments
- Own net revenue retention (NRR), gross retention, and renewal forecasting accuracy
- Manage, coach, and scale a manager and their team of CSMs and Renewal Specialists
- Design and implement a proactive, data-driven, expansion-oriented renewal motion
- Implement AI-driven workflows for health scoring, churn prediction, and renewal risk detection
- Drive executive-level engagement for high-value and at-risk accounts
- Partner with Sales, Product, and Support to close feedback loops and improve outcomes
- Standardize playbooks for onboarding, adoption, renewal, and expansion
- Use data to identify growth opportunities and optimize account strategies
- Build dashboards and reporting to surface retention performance and risks
- Drive operational rigor: clean data, disciplined forecasting, and consistent execution
- Develop enterprise-grade engagement models for complex stakeholders and long contract cycles
Education
- Bachelor's degree or equivalent experience
- Advanced degree (MBA or related) preferred but not required
Benefits
- Competitive and comprehensive benefits (health, dental, vision)
- Remote-first work environment with flexible work arrangements
- Performance-driven compensation with potential equity or bonus components
- Professional development and growth opportunities
- Paid time off and company holidays
- 401(k) or retirement plan options where applicable
Average salary estimate
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