Director of Customer Success
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At a glance
Job overview
Insight Global is hiring a Director of Customer Success. The Director of Customer Success will design and implement a scalable customer success model focused on retention and renewals. This role involves defining ownership across the customer lifecycle, establishing processes and workflows, and proactively identifying and mitigating churn risk. The Director will also define KPIs, build dashboards to track customer health, and lead and develop a team of Customer Success Managers and team leads. This position requires balancing strategy with execution in a high-growth environment.
Key focus areas include Design and implement a scalable CS model, Define ownership across the customer lifecycle, and Establish processes, workflows, and playbooks.
Successful candidates bring Experience Building Customer Success Org, Strong Background Retention & Renewals, and Experience Leading Managers And ICs. Important skills include Retention, Renewals, Post-Sale Customer Lifecycle Ownership, Reduce Churn, Implement Structured Processes, and KPIs.
Skills & qualifications
Skills
Qualifications
Full job description
Job Description
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 [email protected] 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/.
Skills and Requirements
- 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
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