Director of Customer Success

Brief Description

Reporting to the Chief Customer Officer, the Director of Customer Success is a player-coach leader responsible for building and scaling a high-performing Customer Success team at Profisee. You will directly manage a team of Customer Success Managers covering enterprise MDM accounts across North America, while owning the strategic programs, processes, and cross-functional relationships that drive retention, expansion, and customer-led growth.

This role sits at the intersection of customer outcomes, revenue, and organizational leadership - serving as the operational backbone of the post-sales customer journey and a key voice in Profisee's go-to-market strategy.

What You'll Own

Objective #1: Team Leadership \& CSM Performance

Lead, coach, and develop a team of Customer Success Managers who collectively manage a portfolio of enterprise accounts across multiple segments, industries, and deployment models.

• Set clear performance expectations aligned to team KPIs: Gross Revenue Retention (GRR), Customer Advocacy, and qualified lead generation (CSQLs)
• Conduct regular 1:1s, pipeline reviews, and account strategy sessions to proactively surface risk and opportunity across the portfolio
• Own CSM compensation plan administration in partnership with Finance and the CCO, including variable compensation tied to GRR attainment and CSQL bookings
• Build a coaching culture grounded in accountability, growth, and customer-centricity
• Recruit, onboard, and ramp new CSMs as the team scales

Objective #2: Retention \& Gross Revenue Retention

Own the team's collective GRR target, ensuring the CSM team consistently exceeds the annual gross retention targets – with quarterly targets.

• Maintain a real-time view of renewal health across the full portfolio; ensure CSMs are proactively managing at-risk accounts well ahead of renewal dates
• Serve as an executive escalation point for high-stakes renewal situations, bringing in CCO, CTO, VP of Strategy, and other resources as needed
• Partner with Sales leadership to align on renewal strategy when expansion plays are involved, ensuring clean handoffs and coordinated account coverage
• Drive adoption of Profisee's customer segmentation model (Strategic, Maintain, Reactive) and corresponding engagement motions across the team

Objective #3: Business Impact Workshop (BIW) Program Leadership

Champion and operationalize the Business Impact Workshop program as a strategic differentiator in Profisee's post-sales motion, with the goal of connecting MDM adoption directly to the business outcomes customer executives care about.

• With the CCO, lead the BIW program end-to-end: process design, enablement, quality, and measurement
• Ensure every new customer receives a BIW engagement immediately following deal close, in coordination with Sales, PreSales, and Professional Services
• Coach CSMs through the full BIW lifecycle — from pre-workshop discovery (3 Why's / Value Pyramid) through facilitation, Customer Success Plan delivery, and quarterly impact reviews
• Use BIW outcomes to drive executive-level relationships (C-suite multithreading), reduce churn risk, and create a repeatable path from adoption to strategic alignment
• Track and report BIW program metrics, including: Mutual Customer Success Plans in place within 30 days of close, scorecard creation at project close, and downstream impact on NRR and CSQL generation
• Collaborate with Sales to leverage BIW outcomes in expansion conversations and positioning

Objective #4: Expansion \& Revenue Growth

Partner with the Sales team to convert customer health and outcome data into pipeline, ensuring the CSM team is a meaningful source of qualified revenue growth.

• Inspire a team culture where CSMs are proactively identifying, nurturing, and formally qualifying expansion opportunities within their accounts
• Own CSQL targets for the team; ensure CSMs understand how to recognize and route qualified leads and that variable compensation reinforces this behavior
• Leverage BIW results, industry use cases, and Profisee thought leadership to equip CSMs with the narrative to position expansion opportunities credibly at the leadership level
• Collaborate with the cross functional leaders of Product, Presales, and Sales to develop or unblock account-level expansion plans for high-potential accounts

Objective #5: Operations, Tooling \& Insights

Build the operational foundation that allows the CS team to scale efficiently and make data-driven decisions.

• Co-Own CS team utilization of Planhat: ensure consistent, accurate account documentation including health scores, stakeholder maps, adoption status, and BIW stage
• Co-Own the Definition and evolution of a metrics dashboard the CCO uses to report CS performance to the CRO and executive team
• Continuously refine the team's playbooks, engagement templates, and segmentation model in partnership with the CCO
• Identify patterns across the portfolio (common risk signals, expansion triggers, onboarding bottlenecks) and translate them into team-wide process improvements

30 / 60 / 90 Day Plan

In 30 Days: Learn the Business, the Team, and the Portfolio

• Complete deep-dive reviews of all active accounts with each CSM; understand segment, motion, deployment model, and renewal timeline for the full portfolio
• Shadow BIW sessions and existing customer QBRs to assess current state of program execution
• Meet with CCO, CRO, AEs, Professional Services, and Presales to understand cross-functional expectations and current friction points
• Audit Planhat hygiene and team performance data; identify immediate gaps

In 60 Days: Activate the Team Operating Model

• Implement a consistent team cadence: weekly team meetings and 1:1s, monthly portfolio reviews
• Launch or re-launch the BIW program with clear ownership, process documentation, and a timeline for all new accounts
• Establish individual CSM scorecards tied to GRR, CSQL, and adoption metrics
• Present an initial portfolio risk assessment and retention forecast to the CCO

In 90 Days: Lead Strategically

• Deliver a 6-month CS roadmap to the CCO covering retention outlook, expansion pipeline, BIW program health, and team development priorities
• Ensure 100% of strategic accounts have an active Customer Success Plan and documented executive stakeholder
• Have BIW program running consistently for all new logos closed in the quarter
• Identify at least one process improvement or tooling enhancement to present to the CCO and CRO

What We're Looking For

• 7\+ years of experience in Customer Success, Account Management, or a related post-sales function in B2B enterprise software
• 2\+ years managing or mentoring Customer Success Managers or similar post-sales roles
• Demonstrated track record of owning and exceeding GRR/NRR targets in a complex, multi-segment portfolio
• Experience facilitating executive business reviews or value-based customer engagements (BIW, EBR, QBR programs)
• Strong cross-functional collaborator — comfortable working with Sales, Professional Services, Product, and C-suite stakeholders
• Proficiency with Salesforce; experience building or managing CS health scoring and reporting
• Familiarity with MDM, data management, data governance, or adjacent enterprise data platforms strongly preferred
• Excellent written and verbal communication skills; able to translate technical outcomes into business value narratives
• Passion for coaching, developing talent, and building a team culture