Director, Customer Success

Your Role and Impact

As the Director of Customer Success at Venn, you will lead the design, development, and execution of our customer success strategy in a fast-paced SaaS startup environment. You’ll be responsible for building and scaling the CS function from the ground up, defining processes, setting the vision, and driving measurable impact across retention, expansion, and customer advocacy.

This role is both strategic and hands-on: you’ll shape the customer journey, mentor and build a growing team, and partner with cross-functional leaders to align customer outcomes with company growth objectives. Your work will directly influence product adoption, customer lifetime value, and the overall health of our client base.

What You Will Do:

• Define and implement scalable customer success frameworks, playbooks, KPIs, and operational processes to support growth across Mid-Market, and Enterprise segments.
• Partner closely with customers to ensure they achieve measurable business value from Venn’s solutions. Oversee success plans, adoption milestones, and ROI realization.
• Build and maintain relationships with senior customer stakeholders, including C-level executives, to ensure strategic alignment and drive renewals, expansions, and advocacy.
• Own retention, expansion, GRR and NRR metrics. Proactively identify churn risks, execute mitigation plans, and partner with Sales to drive upsell and cross-sell opportunities.
• Serve as a key advocate for customer needs internally. Collaborate with Product, Sales, and Engineering to influence roadmap priorities and improve the overall customer experience.
• Leverage and implement Customer Success platforms, CRM systems, AI, and BI tools to monitor customer health, analyze engagement trends, and deliver actionable insights. Provide strategic reporting, advocacy, and guidance aligned with key success metrics and business objectives.
• Design and scale systems and processes that balance agility with structure, enabling the CS organization to evolve from start-up mode to a high-growth, mature operating model.
• Build, lead, and mentor a high-performing Customer Success team while continuing to manage strategic accounts during the organization’s rapid growth phase.

What You Will Bring:

• 8+ years of experience in Customer Success, Account Management, or Client Services within the SaaS industry, including at least 3+ years in a leadership or director-level or VP role.
• Proven experience building and scaling a CS function or team in a startup at a high-growth SaaS environment.
• Track record of achieving high renewal, GRR and NRR performance, improving adoption rates, and increasing customer advocacy.
• Strong strategic leadership skills with the ability to develop people, processes, and systems that scale.
• Executive presence and the ability to build trust with C-suite stakeholders both internally and externally.
• Analytical and data-driven mindset, proficient with CS tools (e.g., Gainsight, ChurnZero, Vitally), CRMs (e.g., Salesforce, HubSpot), and reporting platforms.
• Excellent communication, negotiation, and cross-functional collaboration skills.
• Entrepreneurial spirit and comfort operating in ambiguity; you thrive in fast-moving, evolving environments.