Director, Customer Success

Responsibilities

• Customer-Centric Leadership and Execution: Set the vision and lead the execution of customer success enablement strategies focused on value realization and retention. Provide thought leadership and foster a culture of accountability to customer outcomes, ensuring that every initiative is aligned with delivering customer value and success.
• Co-own GRR and NRR: Co-own Mindtickle’s GRR and NRR metrics anchored on churn reduction and value realization strategies. Implement systems to systematically track and measure customer health scores, value milestones, mutual success plan, product usage, satisfaction and advocacy. Implement data-backed mechanisms to identify at-risk accounts and deploy proactive interventions (playbooks for risk mitigation, executive outreach, value reinforcement) to improve retention. Continuously analyze churn drivers and refine strategies to maximize GRR.
• Value Engineering & Customer Milestones: Develop ROI frameworks and success metrics to quantify Mindtickle’s impact. Track key customer milestones, ensuring adoption and value realization. Equip teams to use these insights in QBRs and renewals, proactively addressing risks and reinforcing long-term partnerships.
• Quarterly Business Reviews (QBRs): Own and refine the QBR process for key accounts. Guide the team in conducting effective QBR meetings that drive strategic alignment with customer goals, communicate customer health metrics, and highlight key value milestones achieved. Ensure QBRs are insightful, action-oriented, and reinforce the value Mindtickle delivers.
• Thought Leadership: Champion Mindtickle’s presence in the Customer Success community. Develop thought leadership content and best practices, and share insights via webinars, industry events, and publications. Position Mindtickle as an industry leader in customer success by highlighting our innovative approaches and success stories.
• Executive Relationship Building: Cultivate and maintain strong relationships with customer executive sponsors and decision-makers. Serve as a trusted advisor to customer executives, ensuring ongoing strategic alignment, understanding their business objectives, and reinforcing a long-term partnership built on value and trust.
• Efficient Customer Success Processes: Drive operational excellence in the Customer Success organization. Build scalable, repeatable processes, templates and playbooks for the team, emphasizing efficiency and rigor. Continuously refine workflows (e.g. onboarding, training, escalation management) for consistency and quality as our customer base grows.
• Cross-Functional Stakeholder Engagement: Collaborate closely with Sales, Product, Marketing, and Support teams to deliver a seamless, value-driven customer experience. Act as the “voice of the customer” internally – providing feedback and insights to other departments – and ensure cross-functional alignment on customer needs and account plans. Promote a culture of collaboration in which all teams work together to drive customer success.

Qualifications

• Experience: 12+ years in customer value focused roles like customer success, professional services, management consulting, sales enablement, and product management. Driven transformation through strong hiring and execution excellence.
• Customer Retention Expertise: Proven ability to reduce churn and drive high customer retention in a B2B SaaS environment. Deep understanding of subscription business models and key metrics (e.g. GRR, NRR, churn rate) with a history of improving them.
• Program & Project Management: Exceptional program management skills, capable of driving complex cross-functional initiatives from concept to completion. Able to prioritize effectively, manage multiple projects, and ensure accountability across teams.
• Analytical & Data-Driven: Analytical mindset with keen attention to detail. Proficient in using data to make decisions – from customer health scoring and segmentation to analyzing retention trends and program performance. Comfortable with Customer Success software and CRM tools to monitor metrics and workflows.
• Communication & Executive Presence: Excellent communication, presentation, and interpersonal skills. Able to engage credibly with C-level executives both externally (customers) and internally. Strong storyteller who can convey value propositions, insights, and strategies in a clear and compelling manner.
• Collaborative Team Player: Demonstrated ability to work collaboratively across departments (Sales, Product, Marketing, etc.). Skilled at building consensus and influencing without direct authority, in order to champion customer-centric initiatives company-wide.