Customer Engagement Specialist enhancing the customer journey at Perry Homes. Managing digital leads and ensuring high - quality customer experiences across platforms.
About the role
- Director of Customer Success leading a global team of CSMs at Revenue.io. Overseeing strategic accounts and developing scalable programs for customer engagement.
Responsibilities
- Build, mentor, and scale a world-class team of Customer Success Managers, empowering them to deliver exceptional experiences and drive measurable customer outcomes.
- Lead highly effective weekly team meetings, deal reviews, and performance sessions to align priorities, share insights, and strengthen execution.
- Oversee headcount management, book balancing, and capacity planning to ensure equitable distribution of accounts and sustainable workload.
- Develop and execute hiring and onboarding plans that accelerate new hire readiness and reinforce a culture of excellence and accountability.
- Personally manage and grow key enterprise accounts—ensuring adoption, expansion, and executive alignment while modeling world-class CSM engagement.
- Partner with RevOps, Product, and Marketing to design and deliver digital programs, automation, and playbooks that drive consistent value across all segments.
- Use Revenue.io’s own AI platform and Salesforce workflows to identify risks, predict churn, surface expansion opportunities, and trigger the right interventions at scale.
- Partner cross-functionally with Sales, Product, Support, Implementation, and Marketing leadership to align goals, define success metrics, and evolve the customer journey for long-term growth.
- Establish repeatable processes, implement KPIs, and continuously refine systems to improve visibility, scalability, and efficiency across the organization.
- Serve as the executive advocate for customer needs—bringing insights to influence product roadmap, go-to-market strategies, and company-wide customer obsession.
Requirements
- 10+ years of experience in Customer Success or Account Management within SaaS, including 5+ years leading and developing CSM teams.
- Proven success driving retention, expansion, and customer health in complex, enterprise-level accounts.
- Strong experience with Salesforce, CS automation tools, and AI-driven workflows to scale engagement and insights.
- Strategic and analytical mindset—able to balance data-driven decision-making with human-centered leadership.
- Excellent communication and executive-level presence with the ability to influence at all levels, both internally and externally.
- Deep understanding of the art and science of relationship management, value realization, and business impact storytelling.
- A passion for innovation, adaptability, and continuous learning in a fast-moving environment.
- Experience partnering cross-functionally with Sales, Support, Implementation, Marketing, Product, and Operations to deliver cohesive customer outcomes.
- Builder mentality—comfortable with ambiguity, process creation, and scaling programs from the ground up.
Benefits
- Paid parental leave
- Flexible time off (US only)
- Competitive salary
- Multiple medical plans to choose from including HSA and FSA
- Work from home flexibility
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