The Director of Customer Success leads Raptor Maps' CS team. This role is accountable for retaining and growing revenue within existing accounts and ensuring customers achieve measurable outcomes with the Raptor Maps platform. The Director serves as a strategic partner to Sales, fellow Operations teams, and Product, translating customer insight into cross-functional action and contributing to company-level financial targets.
As a people manager, this role models Raptor Maps' best management practices while continuously improving the systems, processes, and metrics that allow the team to scale alongside the business.
What you'll do
Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes
Develop and maintain playbooks, SOPs, and team-facing materials that enable CS team members to operate consistently at scale, with a focus on proven renewal motions and strategies
Own Gross Revenue Retention, assigning accounts across Customer Success team and strategically owning high-value customer relationships and renewals
Act as a senior escalation point for complex customer situations, resolving issues while protecting the long-term relationship and traveling as needed to this end
Represent Customer Success in leadership discussions, including potential touchpoints with Board of Directors members, contributing perspective on retention risk, expansion opportunity, and product-market fit
Monitor and report on CS KPIs including GRR, expansion ARR, and customer health
Partner with Sales to support expansion opportunities and upsell motions within existing accounts
Synthesize customer feedback across the portfolio and bring structured, actionable insight to Operations prioritization and Product roadmap conversations
Qualifications
8+ years experience in Customer Success or enterprise account leadership
5+ years experience leading a Customer Success team in a B2B mixed Software and Services environment