Director of Customer Success

Overview

The Director, Customer Success is responsible for leading the Sports Customer Success organization while directly managing a portfolio of strategic enterprise accounts. This player/coach role owns the execution of customer retention, expansion, and engagement strategies that drive Net Revenue Retention (NRR) and long-term client success. The Director partners cross-functionally to maximize customer outcomes, protect recurring revenue, and identify opportunities for sustainable growth.

Key Responsibilities

Functional Leadership & Oversight

• Team Ownership: Lead and manage the Customer Success team, setting functional goals and remaining fully accountable for group performance and customer satisfaction.
• Roadmap Execution: Contributes to and executes the strategic plan for the function. Track and drive progress against a long-term, function-specific roadmap that aligns with company financials and product adoption goals.
• Operational Excellence: Recognize operational weaknesses or roadblocks within the CS journey, identifying opportunities to improve the quality, velocity, and efficiency of the team's work.

Strategic Account Ownership & Executive Engagement

• Account Management: Maintain direct ownership of a portfolio of strategic enterprise accounts, serving as the executive sponsor and primary relationship leader.
• Relationship Building: Build trusted advisor relationships with senior client stakeholders, driving long-term engagement, adoption, retention, and growth.
• Strategic Planning: Lead account planning and executive business reviews for key customers, aligning client objectives with measurable business outcomes.
• Drive Upsell Revenue: Proactively identify expansion opportunities and execute account growth strategies.
• Account sponsorship and support: Act as the escalation point for high-priority client situations while ensuring successful resolution and relationship preservation.

Revenue Retention & Growth

• Revenue Growth: Own the Customer Success contribution to company revenue objectives, with direct accountability for retention, renewals, and expansion outcomes.
• Scale: Develop and implement scalable renewal and upsell motions across the customer lifecycle.
• Predictive analytics: Contribute to improving account health frameworks and risk mitigation strategies to proactively reduce churn.
• Forecasting and Reporting: Drive disciplined forecasting and reporting on renewals, retention, expansion opportunities, and revenue risks.
• Cross-Functional Collaboration: Work across organizational functions to maximize customer value and revenue growth.

Performance & Talent Development

• Team Growth: Proactively identify, attract, and retain top talent to build out the Customer Success team.
• Inclusive Management: Role model inclusive management practices, company values, and resilient behavior through times of change or challenge.
• Performance Management: Manage and mentor team performance. Conduct regular performance reviews, providing the continuous coaching needed to ensure the team meets its metrics.

Account & Performance Analytics

• Key Account Support: Act as a senior escalation point and voice for key accounts, ensuring premium client success and retention.
• KPI Accountability: Own and drive team performance against revenue-based KPIs, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, expansion revenue, churn, and product adoption metrics.

Our Values

Candidate Profile

Education

• Bachelor's degree in Business Administration, Marketing, or Sports Management is required.

Experience

• Industry Experience: ~7–10 years of experience in Customer Success or Account Management within SaaS or data analytics.
• Leadership Experience: ~2–4 years of experience directing and managing a multi-functional or sizable team.
• Proven Track Record: Demonstrated success owning and managing a recurring revenue portfolio, with success exceeding retention, renewal, and expansion targets.
• Strategic Account Management: Experience managing enterprise and strategic customer relationships with executive-level stakeholders.
• NRR Successful Growth: Proven ability to drive Net Revenue Retention (NRR) through a combination of engagement, value realization, renewal, and expansion strategies.
• Player/Coach Experience: Experience leading customer-facing teams while simultaneously carrying personal ownership of high-value accounts.
• Commercial Saviness: Strong commercial acumen with experience forecasting renewals, identifying revenue risk, and building account growth plans.
  
  

Skills & Attributes

• Revenue Leadership: Deep understanding of customer economics, renewal management, expansion strategy, and Net Revenue Retention drivers.
• Executive Relationship Management: Ability to build credibility and influence with C-suite and senior stakeholders.
• Strategic Account Planning: Expertise developing multi-threaded account plans that drive customer outcomes and revenue growth.
• Business Acumen: Strong ability to connect customer success initiatives to commercial outcomes and company financial goals.
• Technical Skills: Proficiency utilizing CRM and Customer Success platforms.
• Communication: Exceptional communication and mentoring skills, with an ability to share information effectively and transparently across levels.
• Company Citizenship: A collaborative team player who avoids internal politics, focuses on the big picture, and is willing to make tradeoffs to prioritize overall company success.

At Relo, competitive base pay is a part of a total rewards package. The reasonable estimated base pay range for this role is from $163,750 - $211,875 OTE (base + bonus) annually.  The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.