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About the Role
SuiteSpot is seeking an experienced and visionary Director, Customer Success to lead, scale, and mature our Customer Success organization. This role involves evolving and executing the Customer Success strategy, hiring and mentoring a team, and acting as an executive partner to critical accounts to drive retention, value, and adoption.
Responsibilities
- Recruit, onboard, develop, and retain a high-performing team of Customer Success Managers.
- Establish clear performance targets, KPIs, and professional development tracks for CSMs.
- Provide coaching on executive presence, strategic account planning, and customer retention.
- Manage team bandwidth, account assignments, and capacity planning.
- Build, implement, and optimize the Customer Success framework, lifecycle playbooks, and operational procedures.
- Establish customer health scoring models, risk mitigation workflows, and early warning systems.
- Implement and refine Customer Success tooling, automation, and reporting metrics.
- Accountable for customer retention rates, gross renewal metrics, and expansion revenue goals.
- Serve as an executive sponsor for key strategic accounts, navigating escalations and leading executive business reviews.
- Partner with teams to ensure seamless transitions from sales to onboarding, go-live, and long-term retention.
- Act as the voice of the customer to internal teams to influence product roadmaps, go-to-market strategies, and delivery enhancements.
- Actively manage key accounts, driving strategic alignment, deep product adoption, and maximum long-term value.
Requirements
- 3+ years of direct people management experience building and leading Customer Success or Account Management teams in SaaS.
- 7+ years of total experience in Customer Success Account Management.
- Proven track record of owning, evolving, and executing Customer Success programs, frameworks, and core metrics.
- Outstanding presentation and communication skills with demonstrated ability to interface effectively with C-suite stakeholders.
- Data-driven decision-making style with strong proficiency in CS management platforms.
Skills
- Customer Success
- Account Management
- SaaS
- PropTech
- People Management
- Team Leadership
- Strategic Account Planning
- Customer Retention
- Executive Presence
- Communication Skills
- Data-Driven Decision Making
- CS Management Platforms
Location
- Remote
Work Type
- Fully Remote
- Full-time
Experience Level
- Director
- 7+ years total experience
- 3+ years people management experience
Benefits
- Flexible remote options
- Competitive compensation package
- Culture that promotes ongoing professional development and team-building
About the Company
- SuiteSpot is a PropTech company transforming residential real estate management.
- Our award-winning SuiteSpot Maintenance and Capital SaaS solutions optimize operations.
- We combine cutting-edge technology, enterprise support, and development agility.
- SuiteSpot is a fun, ego-free workplace where we take execution seriously.
Equal Opportunity
- SuiteSpot welcomes and encourages applications from people with disabilities.
- Should you require accommodations in any part of the interview process, please contact us at careers@suitespot.ai