[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Axcel Learning is hiring its first Director of Customer Success for its Technology Vertical, which brings together three enterprise IT and technology learning businesses. The role will build a unified customer success function and playbook across the brands, with ownership of retention, renewals, customer health, onboarding, and expansion.

Responsibilities

• Gross and net revenue retention across the vertical's B2B customer base, and the renewal forecast that rolls into the vertical's number
• One customer success playbook - segmentation and coverage model, onboarding, adoption milestones, executive business reviews, health scoring, risk escalation, renewal and expansion motions - adopted across all three brands
• The customer success organization - bringing customer success, account management and regional service teams into one function; defining roles, levels, coverage ratios and career paths; hiring and developing the team
• The use of the technology the function runs on. You will help RevOps specify, select and stand up the customer success stack, working with our technology leadership, and define what a single source of truth looks like
• Onboarding and time-to-first-value, particularly for enterprise subscription accounts where 'never onboarded' is a known and preventable cause of churn
• Customer health and early warning - instrumenting usage and engagement data so account risk is visible early, and driving the plays that respond to it
• Expansion in partnership with sales - identifying growth in the installed base, and owning the disciplined handoffs in both directions
• The voice of the customer into product and content - a structured, evidenced channel rather than anecdote, including capturing usable cancellation reasons, which today are largely missing

Skills

• 8+ years in customer success, account management or a related post-sale discipline, including 3+ years leading a team with direct accountability for retention numbers
• Salesforce experience at a Power User level
• Familiarity with customer success tooling and CRM (health scoring, lifecycle automation, renewal forecasting) and the discipline to keep a single source of truth
• Experience building or overhauling a customer success function rather than inheriting a running one - you have written the playbook, not just executed someone else's
• B2B subscription or SaaS background with demonstrable ownership of GRR/NRR and renewal forecast accuracy, in a business with real enterprise accounts and real concentration risk
• Track record of merging or standardizing post-sale teams across multiple products, brands or acquired businesses, including the change management that requires
• Data fluency - you build health scores, read usage and cohort data, and can tell the difference between an account that is quiet and an account that is leaving
• Experience managing distributed and international teams, including people who have long-standing customer relationships and their own way of doing things. You know how to standardize without stripping out what already works
• Executive presence with enterprise customers, and the credibility to run a business review with a sponsor who is deciding whether to renew
• Comfort with technical products and technical buyers in an IT or enterprise software context
• The temperament for a build: comfortable with ambiguity, happy to write version one of something and revise it in public and energized rather than daunted by the absence of existing process
• Experience in corporate training, eLearning or a business where usage and seat consumption drive renewal
• Experience in a private-equity-backed, EBITDA-accountable environment
• Experience working alongside a channel/reseller motion where the end customer is not always the contracting party
• Experience selecting and implementing a customer success platform from scratch

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