Rockefeller Philanthropy Advisors is hiring a Sr. Director, Customer Success to lead and scale a high-performing team responsible for delivering exceptional customer experiences. In this role, you will design and execute strategies that drive adoption, retention, and expansion, aligning customer success initiatives with overall business growth.
What You'll Do
- Design and implement a multi-product Customer Success strategy focused on adoption, engagement, and value realization.
- Lead, mentor, and coach a team of Customer Success managers and individual contributors to achieve customer outcomes and growth targets.
- Develop and iterate on customer journeys and segmentation strategies, tailoring approaches to specific personas, channels, and motivations.
- Collaborate with Sales, Implementation, Support, Marketing, and Product teams to improve hand-offs, adoption, and enablement materials.
- Use analytics and customer data to inform operational improvements, process enhancements, and reporting on churn, expansion, and engagement metrics.
- Optimize Customer Success operations through platforms such as Totango, Salesforce, and Zendesk to drive efficiency and scale.
- Own initiatives to reduce monthly recurring revenue (MRR) churn, increase customer engagement, and drive long-term retention.
- Recruit, develop, and manage a high-performing Customer Success team, ensuring accountability and professional growth.
What We're Looking For
- 7+ years of Customer Success experience, including at least 3 years in a leadership role.
- Proven track record leading Customer Success teams in a high-growth SaaS environment.
- Experience designing and scaling Customer Success programs, materials, and processes.
- Strong leadership and mentoring skills, with the ability to coach team members to success while maintaining high accountability.
- Expertise in analytics and data-driven decision-making, with experience using Customer Success tools (Totango, Salesforce, Zendesk).
- Proven ability to work cross-functionally to improve the customer journey and implement strategic initiatives.
- Skilled at resolving customer escalations and driving outcomes with strong problem-solving and prioritization abilities.
- Passionate about customer experience, reducing churn, and driving measurable long-term value.
Nice to Have
- Experience working with institutional investors or scaling Customer Success teams for investment readiness is a plus.
Technical Stack
- Totango
- Salesforce
- Zendesk
Team & Environment
You will lead and scale a high-performing Customer Success team consisting of Customer Success managers and individual contributors.
Benefits & Compensation
- Compensation: $170,000 - $190,000 per year
- Medical, dental, and vision coverage for employees and dependents (80–90% covered by employer).
- Employer HSA contributions with HDHP.
- 401(k) match up to 3.5%.
- Dependent Care Flexible Spending Account (FSA).
- Basic Life and AD&D insurance, Short and Long Term Disability.
- Flexible Time Off policy & 12 paid holidays.
- Paid parental leave and Pawternity leave, financial pet adoption support, and subsidized pet insurance.
- $250 annual stipend for learning and development.
Work Mode
This is a remote position open to candidates located anywhere in the United States.
Rockefeller Philanthropy Advisors is an equal opportunity employer.