Director, Client Success and Renewal

Role Summary:

You own the engine that drives retention, expansion, and long-term customer value. As Director of Client Success & Renewals, you lead a high-impact function across mid-market and enterprise accounts—building a system that turns customers into advocates and renewals into predictable revenue. You’ll lead a Manager and their team while shaping strategy, process, and AI-enabled execution across the full customer lifecycle.

What You’ll Do:

• Build and lead a high-performing Client Success & Renewals function across mid-market segments

• Own net revenue retention (NRR), gross retention, and renewal forecasting accuracy

• Lead, coach, and scale a manager and their team of CSMs and Renewal Specialists

• Design the renewal motion—proactive, data-driven, and expansion-oriented

• Implement AI-driven workflows for health scoring, churn prediction, and renewal risk detection

• Drive executive-level customer engagement for high-value and at-risk accounts

• Partner with Sales, Product, and Support to close feedback loops and improve customer outcomes

• Standardize playbooks for onboarding, adoption, renewal, and expansion

• Use data to identify growth opportunities and optimize account strategies

• Build dashboards and reporting that create visibility into retention performance and risks

• Elevate customer conversations from reactive support to strategic partnership

• Drive operational rigor—clean data, disciplined forecasting, and consistent execution

• Stay ahead of the curve on AI tooling, agentic workflows, and CS technology bringing emerging capability into the team before it becomes standard practice

• Develop and iterate enterprise-grade engagement models that account for complex stakeholder environments, multi-site deployments, and long contract cycles

• in terms of edits can i suggest the following amends/additions:

• Stay ahead of the curve on AI tooling, agentic workflows, and CS technology bringing emerging capability into the team before it becomes standard practice

• Develop and iterate enterprise-grade engagement models that account for complex stakeholder environments, multi-site deployments, and long contract cycles

• For "What you bring":

• Genuine curiosity about how AI and automation are reshaping customer success; you experiment, you test, and you bring what works back to the team

• Experience managing enterprise or upper mid-market SaaS accounts with complex buying committees, procurement cycles, and multi-year contract structures

• A track record of building in ambiguity, you don't wait for perfect data or a defined playbook to take action

• Hands-on familiarity with AI tools across the CS stack, from health scoring models to LLM-powered customer insights to automated renewal workflows

What You'll Bring:

• 8+ years in Customer Success, Account Management, or Renewals in B2B SaaS

• 3+ years leading managers and scaling customer-facing teams

• Proven ownership of retention metrics (NRR, GRR, churn reduction)

• Experience managing mid-market or scaled customer segments

• Strong commercial instincts—comfortable driving renewals, upsells, and expansion

• Ability to design systems, not just manage people

• AI fluency—experience using AI tools for forecasting, customer insights, or workflow automation

• Skilled at translating data into action and executive-level narratives

• Strong cross-functional leadership—able to influence without authority

• Clear communicator who can simplify complexity and drive alignment

• High ownership mindset—you see gaps and close them fast