Director of Customer Success

Join Dealpath as the Director of Customer Success, where you will lead and scale a high-performing Customer Success organization. You will manage and develop a team of Customer Success leaders and Managers, establish operating rhythms and scalable processes, and partner cross-functionally with Sales, Implementation, and Product. You will be responsible for key metrics including Gross Revenue Retention, Net Revenue Retention, renewals, expansion pipeline, adoption, and customer health. This role requires a mix of strategic thinking and hands-on execution, with a focus on building playbooks, metrics, and team structure for scalability.

• Lead and scale a high-performing Customer Success organization responsible for retention, expansion, adoption, and customer satisfaction across a portfolio of enterprise and strategic accounts.
• Manage and develop a team of Customer Success leaders and Customer Success Managers, establish operating rhythms and scalable processes, and partner cross-functionally with Sales, Implementation, and Product.
• Own performance against key metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion pipeline, adoption, and customer health.

• Operational rigor: ability to build repeatable processes, define success metrics, and drive accountability through data and cadence
• Comfort partnering cross-functionally with Sales, Product, Implementation, and Support to drive outcomes end-to-end
• Strong executive presence and communication skills; ability to lead QBRs, renewal conversations, and escalations with senior stakeholders
• 3+ years of people management experience, including hiring, coaching, and performance management (experience managing managers is a plus)
• 8+ years of experience in Customer Success, Account Management, Consulting, or similar customer-facing roles in B2B SaaS (enterprise experience strongly preferred)
• Proven track record owning retention and growth outcomes (renewals, expansions, GRR/NRR) across complex, multi-stakeholder accounts
• Bachelor’s degree or equivalent practical experience
• Experience in commercial real estate, fintech, or enterprise workflow platforms
• Familiarity with Salesforce (and CS tools like Gainsight/Totango or similar)
• Experience building customer health models, segmentation frameworks, and scalable CS playbooks
• Experience supporting complex onboarding and change management programs