Client Success Director leading and developing Maven's SMB Client Success segment. Responsible for client experience, revenue retention, and ensuring growth and scalability.
About the role
- VP of Customer Success leading a team focused on renewal and retention for subscription-based offerings in a B2B technology environment. Overseeing operational cadences and customer success strategies to enhance business outcomes.
Responsibilities
- Manage and develop a team of Customer Success Account Managers (CSAMs)
- Execute renewal and retention motions primarily for smaller renewals
- Establish the processes, tools, cadence, and performance discipline
- Implement segmentation and coverage models across customer types
- Design and deploy a renewal operating cadence including forecasting standards
- Own and operationalize the renewal mechanics for subscription terms
- Build a customer success and renewal model across multiple relationships
- Lead, coach, and scale a team with a high-performance culture and clear accountability
- Drive operational alignment across Finance, Customer Operations, IT, and Sales Leadership.
Requirements
- 10+ years of leadership experience in Customer Success, Renewals, Inside Sales, or Revenue Operations within B2B technology
- Demonstrated success operating and scaling renewal motions for subscription-based offerings, including multi-year terms and co-termination
- Strong experience in 2-tier channel models, including distribution, resellers, and MSPs
- Proven ability to build and lead teams of CSAMs or inside renewal/account management teams with measurable performance outcomes
- Strong cross-functional operator with experience working closely with Finance, Customer Ops, IT, Sales Ops, and Sales Leadership
- Highly analytical and process-driven; comfortable building operating cadences, dashboards, KPIs, and accountability structures.
Benefits
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Open (uncapped) PTO
- Hybrid work environment
- Competitive medical, health & wellbeing and compensation offerings
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