Director, Customer Success - Hybrid/San Jose, CA area

We are seeking a dynamic and experienced Director of Customer Success to lead our SMB, Mid-Market, and Enterprise Segments of the Customer Success team.  This role will focus on driving customer retention, adoption, and expansion. The ideal candidate is passionate about customer experience, adept at managing an entire (SMB, MM, ENT) customer base, and experienced in optimizing team performance through data-driven insights and strategic initiatives. Please note this is a hybrid position, with 2-3 days/week on-site at our Morgan Hill, CA office for collaboration. 

Key Responsibilities:

• Lead and mentor a team of SMB, MM, and Enterprise Customer Success Managers (CSMs).
• Establish clear KPIs, target account health metrics, and growth objectives for your team.
• Accountable for driving Net Retention Rate (NRR), Gross Revenue Retention (GRR), reducing logo churn, and identifying expansion opportunities alongside the Sales/Account Executive team.
• Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey and provide a positive customer experience.
• Leverage data and analytics to track team performance, customer health, and engagement strategies.
• Develop and refine CSM play