Director of Customer Success

Your Work:

As the Director of Customer Success at Feathr, you will lead a Customer Success organization whose goals are tied directly to revenue. This is a director-level role built for an experienced, proven Customer Success leader: someone who can step in quickly, take ownership of the organization, and focus on driving results from day one. This role reports to Feathr’s Vice President of Customer Success.

You will own the strategy and execution for how your teams protect and grow our customer base, with a focus on gross revenue retention (GRR), net revenue retention (NRR), success planning across the customer lifecycle, and leading towards value outcomes through Feathr’s products and services. You will be a key owner and participant in setting the strategy for Customer Success at Feathr.

Central to your role will be providing guidance, support, and leadership to your team. Through setting clear goals, monitoring progress, coaching, and effective communication, you will build a collaborative, high-performance culture focused on creating a world-class customer experience. You will help your team navigate challenges and seize opportunities. Your strategic decisions will be instrumental in achieving departmental and company-wide objectives, aligning closely with Feathr’s mission and values.

Your Day:

• Lead Feathr’s Customer Success teams against revenue goals.
• Establish strategic success plans as the standard for how your team manages customer relationships.
• Use product usage and engagement data to identify adoption risks and expansion opportunities.
• Coach your managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews.
• Serve as an escalation point and join key customer calls.
• Report clearly on retention, renewals, and progress toward key targets.
• Hire for the team and build its onboarding and training programs.
• Work with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback.

Your Experience:

• 3+ years of people management in a team leadership role.
• 6+ years in customer success, account management, and SaaS team experience.
• Experience running a Customer Success function, or leading on a CS team, at a tech platform.
• A track record of leading teams against revenue goals like GRR, NRR, and renewals.
• Bonus: experience building scaled CS teams or one-to-many programs, such as webinars and office hours, that drive adoption across a large customer base.

Your Qualities:

• Strategic Leadership: Ability to set strategic direction, develop and execute comprehensive account management plans that align with customer objectives and Feathr’s business goals.
• Team Leadership: Demonstrated success in leading and mentoring a team of account managers, fostering collaboration, and promoting a high-performance culture.
• Revenue Focus: You understand how customer health and adoption drive retention, and you manage your team accordingly.
• People Leadership: You have a track record of developing direct reports and building high-performing teams.
• Analytical: You use data to forecast renewals, spot trends, and address risk early.
• Communication: You communicate clearly and build alignment with customers, peers, and executives.
• Customer Understanding: You’re interested in the nonprofit organizations we serve and how they make decisions.

Compensation & Perks

The target base salary for this position is $125,000 – $150,000 annually, plus an additional $50,000 annual performance bonus. Final base pay will be determined by candidate experience, skills, and geographical location.

In addition to competitive compensation, we offer a robust benefits package including:

• 100% Remote work environment
• Comprehensive Health, Dental, and Vision insurance
• Paid Vacation, Sick Time, and Paid Company Holidays

Benefits & Perks for full-time employees

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• Fully remote
• Full vision, dental, and ~99% health insurance for employees
• Sick time off
• Vacation time off
• Extended Wintr Break
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events