Director of Customer Success; Retention and Growth

## Director of Customer Success (Retention and Growth)
Apply:
Franklin, TN:
Remote - USA - Nationwide:
Full time:
Posted Today:
End Date:
October 30, 2026 (30+ days left to apply):
R118666#
** Are you a customer success leader who can build a high-performing operating model focused on retention and growth?**#
** Do you excel at developing teams, strengthening executive customer relationships, and expanding long-term partnership value?*
* ** About the Business
** Lexis Nexis Risk Solutions is the essential partner in the assessment of risk. Within our Government vertical, our solutions assist government agencies and law enforcement to drive insights from complex data sets, improving operation efficiency, increasing program integrity, discovering, and recovering revenue, and making timely and informed decisions to enhance investigations. You can learn more about Lexis Nexis Risk at    
** About Our Team
** The Vital Chek Customer Success team supports government customers across the Vital Chek portfolio, helping them maximize the value of our vital records solutions, payment technologies, and identity verification platforms. The team focuses on customer relationships, retention, account growth, and long-term partnership value while collaborating with teams across the business to support positive customer outcomes.

** About the Role
** The Director of Customer Success is a strategic sales leadership role responsible for retaining and growing government customer relationships across the Vital Chek portfolio. Reporting to the Senior Director of Sales, this leader will guide customer retention, revenue expansion, renewal performance, executive-level relationship management, and customer advocacy. This role will build and formalize customer success capabilities that do not fully exist today, helping the team move away from technical-help responsibilities and toward proactive retention and growth objectives.

The Director will also help customers maximize the value of Vital Chek vital records solutions, payment technologies, and identity verification platforms while identifying opportunities for growth and expansion. The position may be fully remote within the United States and will require regular travel to customer locations, industry events, and internal meetings.

** Responsibilities
* ** Lead, coach, and develop a team of five Customer Success Managers responsible for customer retention, account growth, and customer satisfaction.
* Establish a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development.
* Build and execute customer success strategies that support company growth objectives and customer retention goals.
* Create scalable processes, role clarity, and best practices that improve customer engagement, account health, and team effectiveness.
* Own team performance against renewal, retention, and expansion revenue targets.
* Partner with Customer Success Managers to identify upsell and cross-sell opportunities within existing accounts.
* Lead account planning, renewal and expansion forecasting, and pipeline-visibility activities for the customer success organization.
* Monitor customer health indicators and proactively address risks to retention and renewal success.
* Build trusted relationships with senior government stakeholders and executive sponsors.
* Serve as an escalation point for critical customer issues and strategic account concerns.
* Conduct executive business reviews and strategic planning discussions with key customers.
* Support major contract renewals, negotiations, and expansion opportunities.
* Partner with Implementation, Product Management, Support, Operations, and Executive Leadership to deliver strong customer…