[Remote] Senior Director of Customer Success

The Senior Director of Customer Success (SDCS) at Convoso is a critical leadership role responsible for ensuring our customers maximize value from the platform, driving retention, and accelerating expansion opportunities. Reporting to the SVP of Revenue, the DCS will serve as the immediate management layer for the Customer Success Department. This role requires a blend of strategic framework development, operational execution, and active mentorship to elevate the performance and expertise of the CSM team.

• Direct People Management and Manager of Managers: Serve as the direct manager for the Customer Success Department, overseeing the daily performance, workload, and professional development of People Managers, Leads and Individual Contributors on the Customer Success Team
• Coaching & Training: Provide hands-on coaching and guidance to CSMs and Team Managers to “raise the bar,” particularly on value-driven communication, effectively prioritizing proactive and responsive work, complex account strategies, difficult customer escalations, and identifying renewal/expansion risks.
• Performance Management: Define CSM Department and Team Member goals and KPIs (e.g., Gross Retention Rate, Net Retention Rate, Adoption and Attach Rates, Customer Health Score), conducting regular 1:1s, team meetings and performance reviews to ensure accountability.
• Alignment & Change Management: Lead Team Meetings that inspire, align and drive connection. Effectively Drive change initiatives with purpose, clarity and performance enablement.
• Talent Development: Identify skill and capacity gaps within the team and develop training programs to improve product knowledge, business acumen, value-driven communication, negotiation skills, and strategic customer engagement.

• Retention & Growth Strategy: Implement and execute a standardized customer adoption and growth framework that includes proactive and differentiated engagement strategies, and sophisticated risk mitigation protocols.
• Expansion Enablement: Partner with Sales and Product to identify and qualify expansion opportunities within the existing customer base, ensuring CSMs are trained on upselling and cross-selling methodologies.
• Voice of the Customer (VoC): Learn about and institutionalize knowledge about the businesses of our customers. Formalize a process for CSMs to gather structured customer feedback and collaborate with the Product team to ensure this feedback is integrated into the ROI-driven product roadmap.
• Face to Face Meetings: Invest in strategic customer relationships by spending time with customers onsite, at tradeshows and hosted events. Deepen partnerships and loyalty through high-touch and specialized engagements. Join and initiate customer events that are bespoke for Customer Success as well as in partnership with Marketing / Sales / Product.

• Operational Efficiency: Optimize CS processes, tools, and systems to improve team efficiency, effectiveness and reporting accuracy.
• Decision Making: willing and able to make decisions using good judgement, able to share rationale, take ownership and accountability, apply feedback and calibration to improve decision outcomes and operationalize better decision making through and across departments. 
• Reporting: Ensure accurate and timely reporting on customer portfolio performance and trends, retention and growth metrics, product usage and adoption rates, and key customer pain points to the executive team.
• Cross-Functional Alignment: Foster collaboration with Product, Support, Implementation and Sales teams to address customer issues, resolve friction points impacting adoption, cultivate the right feedback loops both upstream and downstream, and drive overall customer satisfaction.

Travel - expected to travel 2X per Quarter to customer or internal events.

• Experience: 10+ years of experience in Customer Success or Account Management within the B2B SaaS space, with a minimum of 5 years of direct people management and experience leading a multi-layer CSM team.
• Operational & Data-driven Leadership: Proven ability to scale high-performing CS organizations through structure, process, and systems. Proven ability to use data (e.g., usage metrics, health scores) to drive retention strategy and manage performance.
• Customer Value & Product Depth: Ability to understand customer business models, workflows, derive insights, and translate them into improvements, playbooks, and product feedback loops. Experience partnering with Product to influence roadmap and represent the voice of the customer with clarity and rigor.
• Change Management: Demonstrated competence in change management and driving behavior change across teams. Experience upleveling a CS org via KPIs, role clarity, cadences, coaching, and performance management.
• Communication: Exceptional written and verbal communication skills. Can deliver difficult messages with steadiness — internally and to customers. Strong communicator comfortable presenting to ICs on the front lines, C-suite and external execs.
• Commercial Acumen: Clear experience driving retention, expansion, and net revenue retention outcomes. Strong command of forecasting, renewal management, risk assessment, and proactive expansion planning. Ability to build business cases for new initiatives, using financial modeling, cost/benefit analysis, and clear business-impact rationale to influence executive decision-making.
• Mindset & Intangibles: High ownership, bias toward action, and ability to balance strategic altitude with hands-on leadership. Operates with maturity: doesn’t point fingers, escalates appropriately, and builds trust with peers. Track record of building culture, growing people, and retaining high performers.
• Domain Knowledge: Deep understanding of the Contact Center as a Service (CCaaS), outbound dialer, or high-volume sales/lead generation environment is highly preferred.

Compensation:
The base salary range is: $150,000 - $180,000

The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.

Work perks worth the hype:

• Stock options
• PTO
• Paid Sick Time
• Casual Dress
• Family Lunch Friday's 
• UberEats gift cards 
• Fully stocked kitchen (vegetarian friendly)
• Leadership development program
• Workout classes
• Your birthday off
• Monthly gym reimbursement 
• Monthly massages
• Free Parking
• Apple laptop
• and more!