Director of Customer Success

Build & Scale Customer Success:
• Design and implement a scalable CS model focused on retention and renewals
• Define ownership across the customer lifecycle, especially post-onboarding
• Establish processes, workflows, and playbooks to support growth
Drive Retention & Outcomes:
• Own retention, renewals, and lifecycle performance
• Proactively identify and mitigate churn risk
• Develop structured renewal strategies and best practices
Define Metrics & Operations:
• Establish KPIs and performance metrics
• Build dashboards to track retention, churn, and customer health
• Use data to drive decisions and improve performance
Lead & Grow the Team:
• Manage and develop CSMs and team leads
• Drive accountability and consistency
• Hire and scale the team as needed
Optimize Structure & Capacity:
• Define customer-to-CSM ratios and evaluate bandwidth
• Set clear performance expectations
• Improve efficiency and effectiveness
Operate in a High-Growth Environment:
• Bring structure to an evolving organization
• Partner with leadership to shape the future of CS
Balance strategy with execution

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Experience building or scaling a Customer Success organization, not just managing an existing team
• Strong background in retention, renewals, and post-sale customer lifecycle ownership
• Proven ability to:
○ Reduce churn
○ Improve retention
○ Implement structured processes and KPIs
• Experience leading managers/leads and individual contributors
Track record of operating in high-growth or evolving environments

• Experience working in a SaaS, subscription, or recurring revenue model
• Exposure to a split Customer Success model (onboarding vs. renewals) or similar segmentation
• Strong understanding of:
○ Customer lifecycle strategy
○ Retention metrics (NRR, churn, etc.)
• Experience building KPIs, dashboards, or performance frameworks from scratch
Familiarity with EOS or similar operational frameworks

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.