Director of Customer Success (For B2B Tech Firms)

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# Director of Customer Success Expert-Led, AI-Powered Growth for B2B Tech Firms Remote (US time zones preferred) | Fractional/Contract | Performance-Based Compensation ## About Us We are a high-energy, high-integrity advisory firm specializing in transforming B2B tech firms—especially those in cybersecurity, cloud/data, AI, and custom software—into category leaders. Our “Expert-led, AI-powered” approach delivers measurable growth, liberates founders from operational bottlenecks, and changes the trajectory of businesses and their owners’ lives. We value excellence, service, innovation, and results, all delivered with empathy, clarity, and simplicity. We're in the process of closing nearly $12M in pipeline, and you would be an instrumental customer success leader throughout this process. ## The Opportunity We’re seeking a Director of Customer Success to lead and scale customer success strategies for our portfolio of high-ticket B2B tech clients. Your focus will be on maximizing customer lifetime value (LCV) by increasing retention, driving upsell and cross-sell, and ensuring every client’s customers achieve transformative results. This is a strategic, hands-on role for a leader passionate about customer advocacy, data-driven growth, and building long-term client relationships. ## What You’ll Do • Develop and execute customer success strategies to increase customer retention, satisfaction, and lifetime value for our clients’ businesses • Design and implement processes that drive upsell, cross-sell, and expansion opportunities within existing customer bases • Collaborate cross-functionally with sales, marketing, and product teams to align customer success initiatives with overall business goals • Build and mentor a high-performing customer success team, ensuring scalable processes and a customer-first culture • Analyze customer data to identify trends, risks, and opportunities for growth, and recommend actionable solutions • Establish and track key metrics, health scores, and KPIs to measure and optimize customer success performance • Lead customer onboarding, engagement, and advocacy programs to drive product adoption and loyalty • Address escalated client issues with urgency, orchestrating resources as needed to ensure customer satisfaction • Ensure all customer success practices comply with relevant data privacy and industry regulations (HIPAA, GDPR, FTC, etc.) ## What You Bring • 5+ years of experience in customer success leadership roles (Director, Head, or similar), ideally within B2B tech, SaaS, or IT services • Proven track record of increasing customer lifetime value, reducing churn, and driving upsell/cross-sell growth • Strong analytical skills with the ability to leverage data for informed decision-making and process improvement • Experience building, mentoring, and scaling high-performing customer success teams • Excellent communication and interpersonal skills, with a collaborative and mentorship-focused mindset • High energy, high intelligence, high integrity, and a passion for service and results • Deep understanding of customer success best practices and compliance in regulated industries ## How We Work • Remote-first: Work from anywhere (US time zones preferred) • Fractional Engagement: Flexible, per-client basis with compensation scaled to results delivered • Performance-Driven: Bonuses tied to client growth and impact • Growth Path: Opportunity to lead client “pods,” become a partner, and share in firm equity as you deliver results ## Application Process 1. Intro Call: 15-minute initial conversation 2. Assessment: 30-minute deep dive on experience and fit 3. Project Challenge or Submission: Submit a case study or complete a project assessment 4. Trial Engagement: 30-day paid project with a client 5. Onboarding: If successful, join as a fractional Director of Customer Success on a per-client basis Case studies demonstrating your impact are required. References will be checked. ## Diversity, Equity & Inclusion We support DEI initiatives and value diverse voices. We are a meritocracy based on client results and positive leadership, not a monoculture.

Keyword: Product Manager

Price: $12.0

Brand Management Client Management Customer Retention Strategy Customer Experience Research Business with 10-99 Employees Business with 100-999 Employees English Customer Service B2B Marketing