Director of Customer Success; Onsite

We are seeking a Director of Customer Success (Onsite) for a full time and direct hire role for one of our amazing partners north of Dallas, TX. This role is working onsite 4 days a week, so you must be local or willing to relocate to this area.

We're partnering with a growing technology company that provides connected hardware and software solutions to commercial and field services businesses. We need a Director of Customer Success to build and lead the customer success and account management function for a rapidly growing division. This is a high-impact, hands-on leadership opportunity for someone who has successfully built a Customer Success organization from the ground up.

You will establish the strategy, team, processes, metrics, and operating cadence needed to drive retention, strengthen customer relationships, and create a scalable customer experience. You will have significant ownership over customer retention, account management, team development, customer health, and overall customer outcomes.

• Establish a scalable Customer Success strategy and operating model.
• Build and begin ramping the Customer Success/Account Management team.
• Implement customer health scoring, KPIs, reporting, and retention processes.
• Give executive leadership clear visibility into customer health and retention risk.
• Establish a repeatable customer engagement and renewal playbook.
• Create measurable improvements in gross ARR retention and customer engagement.

• Take ownership of gross ARR retention and establish a clear strategy to improve and protect it.
• Develop customer health scoring, early-warning indicators, and proactive retention strategies.
• Create structured renewal and save motions to identify and address risk before it becomes churn.

• Establish a consistent, scalable account management approach.
• Develop customer engagement strategies, including business reviews and adoption plans.
• Build strong relationships with business owners and operators while understanding their operational and financial priorities.

• Hire, develop, and lead a high-performing Customer Success/Account Management team.
• Establish clear expectations, KPIs, performance standards, and operating rhythms.
• Coach team members and create accountability around customer outcomes and retention.

• Design the Customer Success operating model from onboarding through renewal.
• Establish customer segmentation, engagement cadences, escalation processes, and standardized playbooks.
• Build and optimize CRM workflows and reporting, with Hub Spot experience strongly preferred.
• Develop dashboards and metrics that provide leadership with real-time visibility into customer health and retention.

• Ensure customers are realizing measurable value from the technology.
• Help customers understand and communicate the impact on water savings, property protection, labor, and operational efficiency.
• Identify opportunities to improve adoption, engagement, and long-term customer value.

• Establish a structured process for gathering and communicating customer feedback.
• Partner closely with Product, Sales, and Executive Leadership to translate customer insights into business opportunities and improvements.

• 10+ years of Customer Success, Account Management, or related leadership experience within B2B SaaS or technology.
• A proven track record of owning and improving gross retention/ARR retention.
• 5+ years of experience leading and developing Customer Success or Account Management teams.
• Demonstrated success building a Customer Success function from the ground up, including team structure, processes, KPIs, and playbooks.
• Strong operational and analytical skills with experience building CRM workflows, reporting, and performance metrics.
• The business acumen and credibility to work effectively with owners, executives, and operational leaders.
• A balance of strategic leadership and hands-on execution. You should enjoy building, not just managing.
• A growth mindset and the ability to operate effectively in a scaling organization.
• Experience in field services, landscaping, trades, or another operationally complex industry is a plus, but not required.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity,…