Director, Customer Success

Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.

This position is remote for candidates residing outside of Minneapolis, MN. For candidates based in the Minneapolis, MN area, the position follows a hybrid schedule with three on-site days per week in our St. Louis Park, MN office.

Own retention, renewal execution, and commercial outcomes

• Own overall customer retention, renewal execution, and downsell mitigation for your portfolio, delivering against annual GRR, NRR, and gross attrition targets
• Establish and enforce consistent renewal cadences, forecasting processes, and escalation models — and ensure every renewal is proactively managed well in advance of contract expiration
• Coach CSMs to operate as true commercial owners alongside their AEs: build the value case, defend price, position multi-year renewals, and negotiate to durable outcomes
• Deliver a renewal forecast with clear commit, upside, and at-risk categorization that holds up under executive and customer scrutiny
• Partner with Sales on renewal strategy, attrition mitigation, upsell opportunities, multi-year positioning, and commercial alignment
• Serve as the escalation point for high-risk and strategic customer situations, engaging customer executives directly

• Operate our risk model so that attrition risk is flagged multiple quarters ahead of renewal not discovered during the renewal process
• Leverage data-driven health scoring across adoption, usage, engagement, and sentiment, and continuously improve the weighting and predictive accuracy of the model
• Diagnose risk by driver, and match the mitigation play to the driver rather than applying a generic save motion, ultimately turning these into playbooks that enable all CSMs
• Build joint CSM and AE mitigation plans with named executive sponsors, and hold the team to documented success plans
• Run the weekly and monthly at-risk pipeline and renewal governance cadences, keeping Sales, Finance, and Product aligned on exposure and actions
• Use ROI and success metric data to quantify realized value per customer and convert it into the renewal business case

• Execute and refine our tiered coverage model, high touch for Tier 1–2, medium touch for Tier 3, and a digital-first low-touch motion for Tier 4, so the right resources sit on the right customers
• Own segmentation, book balancing, and capacity planning across the team, and build the data-backed case for headcount and coverage changes
• Codify and automate success playbooks, including Product Adoption Acceleration, Customer Intelligence Activation, and Executive Alignment
• Set and enforce forecast hygiene, health scoring discipline, and Q /E  tracking standards in Planhat, partnering with CS Operations on centralized CSP administration
• Ensure a consistent Q  and E  cadence with structured success planning across the portfolio

• Lead, coach, and develop a team of up to 10 CSMs as a hands-on player-coach, in the accounts, on the calls, and in the room for the hard conversations
• Recruit, hire, and onboard CSMs against a structured 60-day ramp plan that reaches full book ownership on a predictable timeline
• Run a consistent coaching cadence of 1:1s, call and Q /E  shadowing, and written development plans reviewed quarterly
• Manage to the variable comp plan, making NRR and multi-year renewal targets clear, visible, and coachable at the individual level
• Set clear performance expectations, address underperformance early and directly, and build career paths that develop your own successor

• Partner with CS Operations to evolve toward Digital Customer Success, automated campaigns executed on behalf of the CSM, auto-generated account briefs and Q  decks, and coverage that scales without added headcount
• Dep…