{"id":323181,"date":"2026-05-26T00:00:00","date_gmt":"2026-05-25T23:00:00","guid":{"rendered":"https:\/\/www.remotetribe.life\/remotejobs\/job\/director-customer-success-management\/"},"modified":"2026-05-26T00:00:00","modified_gmt":"2026-05-25T23:00:00","slug":"director-customer-success-management","status":"publish","type":"job_listing","link":"https:\/\/www.remotetribe.life\/remotejobs\/job\/director-customer-success-management\/","title":{"rendered":"Director, Customer Success Management"},"content":{"rendered":"<h2><b><b>It&#8217;s fun to work in a company where people truly <b>BELIEVE<\/b> in what they&#8217;re doing!<\/b><\/b><\/h2>\n<p><i>We&#8217;re committed to bringing passion and customer focus to the business.<\/i><\/p>\n<div>\n<div>\n<p><b>Job Summary:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<p>We are\u00a0seeking\u00a0a strategic and customer-focused\u00a0<b>Director of Customer Success Management<\/b>\u00a0to lead and scale our Customer Success team. This role\u00a0is responsible for\u00a0driving customer retention, satisfaction, and long-term value through proactive engagement and relationship management. You will lead a team of Customer Success Managers (CSMs), design scalable success programs, and partner with cross-functional teams to ensure customer needs are met across the lifecycle.\u00a0<\/p>\n<\/div>\n<div><\/div>\n<div>\n<p><b>Key Responsibilities:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<p><b>Strategic Leadership:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Develop and execute a customer success strategy aligned with company goals for retention, expansion, and customer satisfaction.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Define key performance indicators (KPIs) and success metrics for the Customer Success function.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<p><b>Team Management &amp; Development:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Lead, mentor, and grow a high-performing Customer Success team.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Establish career paths and professional development plans for CSMs.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<p><b>Customer Engagement:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Oversee onboarding, adoption, and renewal processes to ensure\u00a0a seamless\u00a0customer experience.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Foster strong relationships with key customers, serving as a senior escalation point when needed.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<p><b>Revenue Retention &amp; Growth:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Work closely with Sales, Product, and Marketing teams to\u00a0identify\u00a0upsell\u00a0and cross-sell opportunities.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Ensure\u00a0renewal targets and Net Revenue Retention (NRR) goals are met or exceeded.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<p><b>Process &amp; Systems Optimization:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Implement and improve customer success tools and systems (e.g., Gainsight, Salesforce).\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Create scalable playbooks and\u00a0success\u00a0plans to support the customer journey.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div>\n<p><b>Voice of the Customer:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Advocate for the customer internally by sharing feedback with product, engineering, and executive leadership.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Analyze customer data and trends to improve product adoption and customer experience.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div><\/div>\n<div>\n<p><b>Qualifications:<\/b>\u00a0<\/p>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Bachelor\u2019s degree in Business, Marketing, or related field (MBA preferred).\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>8\u201310+ years of experience in Customer Success, Account Management, or related field.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>3\u20135+ years of experience in a leadership or management role.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Proven\u00a0track record\u00a0of driving customer satisfaction, retention, and expansion in a B2B SaaS or technology environment.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Strong interpersonal, communication, and presentation skills.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Experience with Customer Success platforms (e.g., Gainsight,\u00a0Totango) and CRM systems (e.g., Salesforce).\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Data-driven mindset with the ability to analyze KPIs and make informed decisions.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Experience scaling CS operations in a high-growth company.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Familiarity with customer segmentation, lifecycle marketing, and success planning.\u00a0<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li>\n<p>Ability to work cross-functionally and influence without authority.<\/p>\n<\/li>\n<\/ul>\n<p>\u200b\u00a0<\/p>\n<p><b>Think this role is a good fit for you? Apply now!\u00a0<\/b><\/p>\n<p><b>To know more about Avid, please check our <\/b><a href=\"https:\/\/www.avid.com\/careers\" rel=\"nofollow ugc noopener\" target=\"_blank\"><b>career\u2019s page<\/b><\/a><b>.<\/b><\/p>\n<p><b>Pay Range US: 149,844 &#8211; 224,766 USD<br \/>Pay Range Canada: 136,878 &#8211; 205,316 CAD <\/b><\/p>\n<p><i>The salary range shown reflects the company&#8217;s good faith full target range for this position at the time of posting. The company may update or modify this range at any time and endeavors to keep this posting current. Compensation decisions are based on factors including geographic location, experience, skills, education, and business needs. While the full range is posted for transparency, offers are typically made within the lower to middle portion of the range.<\/i><\/p>\n<p><i>#LI-Remote<\/i><br \/><i>#LI-CME1<\/i><\/p>\n<\/div>\n<\/div>\n<p><i>If you like wild growth and working with happy, enthusiastic over-achievers, you&#8217;ll enjoy your career with us<\/i><i>!<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It&#8217;s fun to work in a company where people truly BELIEVE in what they&#8217;re doing! We&#8217;re committed to bringing passion and customer focus to the business. Job Summary:\u00a0 We are\u00a0seeking\u00a0a&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"USA","_application":"https:\/\/jobicy.com\/jobs\/144871-director-customer-success-management","_company_name":"Avid","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[179],"job-types":[16],"job_listing_tag":[205,206,171,207],"class_list":["post-323181","job_listing","type-job_listing","status-publish","hentry","job_listing_category-customer-support","job_listing_type-full-time","job_listing_tag-client-service","job_listing_tag-customer-help","job_listing_tag-customer-service","job_listing_tag-support-specialist","job-type-full-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Director, Customer Success Management - Land A Remote Job From Top Employers<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.remotetribe.life\/remotejobs\/job\/director-customer-success-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Director, Customer Success Management - Land A Remote Job From Top Employers\" \/>\n<meta property=\"og:description\" content=\"It&#8217;s fun to work in a company where people truly BELIEVE in what they&#8217;re doing! 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