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