Customer Success Director | $120k-$180k + Remote | High Growth Creator Management Startup

Job Description
The Customer Success Director will be responsible for building and leading a high-performing Customer Success team and establishing scalable processes from the ground up. Your strategic insights and leadership will drive customer satisfaction, retention, and expansion. The ideal candidate will have a strong background in customer success within the software industry and a passion for helping customers achieve their goals.
Key Responsibilities:
Lead, mentor, and support a team of Customer Success Managers, fostering a culture of excellence and continuous improvement.
Build and Lead the Customer Success Team:
Recruit, hire, onboard, and develop a world-class Customer Success team capable of delivering exceptional customer experiences.
Develop Customer Success Strategy:
Define and execute a comprehensive customer success strategy aligned with company goals to drive adoption, retention, and expansion.
Establish Processes and Best Practices:
Design and implement scalable processes for onboarding, training, support, and customer advocacy. Continuously refine and optimize these processes based on customer feedback and data insights.
Customer Relationship Management:
Act as a trusted advisor to key customers, ensuring their strategic goals are met through proactive account management and strategic planning.
Cross-functional Collaboration:
Partner closely with Sales, Product, and Marketing teams to drive customer success initiatives, advocate for customer needs, and ensure alignment on product enhancements and feature requests.
Metrics and Reporting:
Define and track key performance indicators (KPIs) such as customer satisfaction, retention rates, upsell/cross-sell opportunities, and lifetime value. Provide regular reporting and insights to the leadership team.
Customer Feedback and Advocacy:
Gather customer feedback systematically, advocate for customers internally, and drive initiatives to improve the overall customer experience.
Customer Success Culture:
Foster a culture of customer-centricity, continuous improvement, and teamwork within the Customer Success team and across the organization.