Director of Customer Success

$145,000 - $145,000/Yr

Lexipol - Frisco, TX

Full-time - Senior

Frisco, TX

10,001+ employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Director of Enterprise Customer Success at Lexipol is responsible for leading a team of Senior Customer Success Managers to enhance customer relationships, drive retention, and facilitate growth among approximately 1,200 enterprise customers. This role focuses on implementing best practices, standardizing operations, and mentoring a diverse team to achieve high customer satisfaction and retention rates. The Director will also oversee strategic initiatives and collaborate cross-functionally to optimize customer outcomes.

Responsibilities

• Provide hands-on leadership, mentorship, and professional development to a team of six Senior CSMs.
• Align the team around best practices and drive uniformity in managing post-implementation enterprise customer experiences.
• Directly oversee the retention and expansion strategies for large enterprise customers, ensuring satisfaction, adoption, and value realization.
• Function as an executive sponsor and internal advocate for escalations related to enterprise customers, ensuring swift resolution of complex issues.
• Collaborate cross-functionally with sales, product, support, professional services, and customer success solutions managers to optimize enterprise customer outcomes.
• Implement processes to improve team efficiency, including better utilization of Customer Support, Professional Services, and other CX resources.
• Lead strategic initiatives such as customer migrations and major product implementations and migrations.
• Monitor and drive key performance indicators (KPIs) including customer satisfaction, product adoption, retention rates, and upsell/cross-sell velocity.
• Guide teams and customers through transitions, including product migrations or changes in service delivery models.
• Lead the integration of newly acquired customer bases into Lexipol's customer success framework.

Requirements

• Minimum of 5+ years in a mid-to-senior level Customer Success leadership role, preferably within a SaaS or subscription-based business model.
• Proven experience leading high percentages of company revenues.
• Proven track record of leading and developing customer success teams that support large, enterprise-level customers.
• Accomplished record of mentoring and developing senior and junior team members.
• Strong background in implementing scalable customer success practices and driving measurable improvements in NRR and GRR.
• Exceptional leadership and mentoring skills, with the ability to influence and inspire a team of Senior CSMs to achieve common goals.
• Experience in managing escalations and acting as an executive sponsor for high-value customers.
• Strong project management skills with experience leading cross-functional teams and driving complex initiatives.

Nice-to-haves

• Experience in public safety or related industries is desirable but not required.
• Experience managing P&L and budgets for customer success teams.
• Familiarity with change management principles and the ability to lead teams through organizational transformation.

Benefits

• Competitive base salary
• Monthly, quarterly, or annual incentive
• Comprehensive benefits package including 401(k) with Company match
• Flexible paid time off plan