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Director of Customer Success

Primary Responsibilities

  • Develop and implement a comprehensive customer success strategy aligned with company goals, focusing on growing accounts. This strategy will encompass a tiered approach to managing various account sizes with differing needs and expectations, with a strong focus on Fortune 500 and other global enterprise organizations.

  • Be responsible for driving and exceeding targets for Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) through a focus on customer success initiatives.

  • Lead a high-performing customer success team, providing coaching, mentorship, and navigating change management internally.

  • Develop and manage customer health scores and key performance indicators (KPIs) that track not only retention but also account expansion segmented by account size.

  • Proactively identify and address customer churn risk, and create targeted strategies for different account segments.

  • Collaborate cross-functionally with internal departments, and executive teams to ensure a seamless customer experience that caters to varying account needs.

  • Develop and deliver customer initiatives that are scalable and adaptable to different account sizes and learning styles. Based on need, identify opportunities for upselling and cross-selling additional features.

  • Analyze customer feedback and translate it into product improvements and feature development, encouraging account growth across all segments.

  • Develop and execute a strategic plan for account expansion, identifying upsell and expansion opportunities specific to account size and potential. Ensure growth in both Annual Recurring Revenue and customer lifetime value.

  • Represent KaiNexus at executive customer meetings, presenting progress, challenges, and strategic recommendations tailored to the specific customer.

  • Empower and equip the CSM team to navigate challenging conversations with customers, providing guidance and support in resolving complex issues and maintaining positive relationships, considering the specific needs and expectations of each account size.
  • Champion a culture of continuous improvement within the customer success team. Proactively identify and navigate change management needs as the company and customer success function evolve.

About KaiNexus:

We are a rapidly growing software company with offices in Austin, Texas, and Dallas, Texas. Our core product is a revolutionary SaaS platform that helps organizations manage their improvement and innovation programs. Our mission is to create software that helps organizations improve. We have a rapidly expanding international customer base of healthcare, logistics, and manufacturing companies that includes Fortune 100 companies known for being leaders in innovation. The growth potential for this company and position are extremely high.

About Working for KaiNexus

KaiNexus is a rapidly growing continuous improvement software company on a mission to spread improvement. KaiNexus empowers leading enterprise organizations in every industry to reinvent how they capture, implement, measure, share, and organize improvement work for an accelerated rate of change and maximum impact. Our intuitive software platform supports a sustainable culture of continuous improvement by engaging staff and leaders with better communication, increased visibility, real-time impact reports, and expert consulting. Our largest customer sectors are healthcare, logistics, manufacturing, and industrial companies, including Fortune 100 companies known for being innovation leaders.

About This Position

We are seeking a passionate and experienced Director of Customer Success to lead our team and define our customer success strategy. In this role, you will lead a world-class customer success organization that fosters high customer satisfaction, drives product adoption, and maximizes customer retention and lifetime value.

Department: Customer Experience

Reports to: VP, Head of Customer Experience

Salary: $115,000 - $135,000 (full-time)

Bonus Potential: Eligible for a performance bonus of up to 15% of base salary

Travel:  Up to 25% travel required

Location: Hybrid (based in Austin)

 

Requirements

  • 10+ years of experience in customer success or a related field, with a minimum of 5 years in a leadership role.

  • Proven track record of successfully building and scaling customer success teams, focusing on driving account growth.

  • Deep understanding of customer lifecycle management, SaaS metrics, and account expansion strategies.

  • Excellent communication, interpersonal, and presentation skills, with the ability to confidently present to executives and interact with customers.

  • Strong analytical and problem-solving skills.

  • Passion for building strong customer relationships and driving customer success.

  • Experience in analyzing customer data, feedback, and trends to identify opportunities for improvement and drive decision-making.

  • Knowledge of customer success metrics, KPIs, and best practices in customer

    success management.

  • Certification of training in customer success management or a related field, such

    as Certified Customer Success Manager (CCSM) or Customer Success Association (CSA) certification.


Confidence sometimes holds us back from applying for jobs we really want. But we'll let you in on a secret: there's no such thing as a 'perfect' applicant. KaiNexus is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Commitment & Consideration

  • Company-sponsored health plan

  • Retirement savings plan with company match

  • Generous parental leave policy

  • Disability insurance

  • Professional development & education reimbursement

  • This is a full-time salaried position. Salary will be based on experience

KaiNexus is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits unlawful discriminatory practices. It is the policy of KaiNexus to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. KaiNexus prohibits any such discrimination or harassment.