Director - Customer Success - B2B SaaS

Role Purpose

The Director of Customer Success (NAM) is a strategic leadership role at SpotDraft designed to own the end-to-end customer experience and revenue retention for our North American market. This leader will bridge the gap between sales and long-term customer relationship value, serving as the primary Voice of the Customer (VOC) for the NAM region while navigating the 10-to-50 journey as we scale our operations.

Key Responsibilities

- Strategic Leadership: Own the end-to-end post-sale journey for North American customers, ensuring high retention and satisfaction.

- Revenue Accountability: Manage forecasting and own all NAM revenue metrics, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

- Team Development: Build "hiring muscle" to recruit top talent and serve as a dedicated coach and mentor to CS managers.

- Cross-Functional Advocacy: Partner closely with Sales, Delivery, and PED (Product, Engineering, Design) leadership to align product roadmaps with NAM customer needs (VOC).

- Process Scaling: Implement best practices and "tribal knowledge" into scalable playbooks to support a rapidly growing customer base.

Skills and Competencies

- Hard Skills: Deep expertise in CS platforms, CRM tools, and advanced financial forecasting for revenue metrics.

- Experience: Proven track record in the "10-50 journey" (scaling a company from $10M to $50M ARR) within the North American market.

- Soft Skills: Exceptional stakeholder management and the ability to operate effectively across ET/PT time zones.

- Leadership: Ability to lead through ambiguity and foster a culture of high performance and empathy.

Success Metrics

- 3 Months: Complete onboarding, establish relationships with key NAM accounts, and audit current retention processes.

- 6 Months: Achieve initial NRR targets and implement a structured hiring/coaching framework for the NAM team.

- 12 Months: Full ownership of NAM revenue forecasting with a demonstrated improvement in customer health scores and team productivity.

Collaboration & Stakeholders

- Internal: Sales leadership, Product/Engineering/Design (PED) leads, and the Global People Team.

- External: Executive sponsors at key NAM accounts and Legal Operations counterparts