<p><span style="font-size: 12pt;">Dealpath is hiring a Director of Customer Success to lead and scale a high-performing Customer Success organization responsible for retention, expansion, adoption, and customer satisfaction across a portfolio of enterprise and strategic accounts.</span></p> <p><span style="font-size: 12pt;">In this role, you’ll manage and develop a team of Customer Success leaders and Customer Success Managers, establish operating rhythms and scalable processes, and partner cross-functionally with Sales, Implementation, and Product to ensure customers realize measurable value from Dealpath. You’ll bring a mix of strategic thinking and hands-on execution—building the playbooks, metrics, and team structure required to scale.</span></p> <h2><span style="font-size: 12pt;"><strong>What You’ll Do</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead, coach, and develop a team of Customer Success Managers and the managers who lead them, including hiring, setting clear goals, running regular 1:1s, and managing performance. Build strong frontline leaders who can grow and coach their own teams to create a high performing organization.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own performance against key metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion pipeline, adoption, and customer health.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Drive enterprise renewal strategy and execution; ensure strong account planning, stakeholder mapping, and multi-threading across customer organizations.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify risk early and lead executive-level escalation management to protect renewals and customer trust.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Deliver customer value and adoption</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Define and operationalize the customer lifecycle: onboarding handoff, adoption milestones, value realization, and ongoing success planning.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with customers to build success plans tied to business outcomes, usage goals, and measurable ROI.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ensure high-quality enablement and training experiences (virtual and in-person) that drive adoption across complex customer teams.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Build scalable processes, and metrics</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build and refine customer health scoring, reporting, and dashboards to create visibility and accountability across the organization.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Standardize processes for renewals, expansion identification, playbook execution, and executive communications.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Improve cross-functional workflows and SLAs across Implementation, Product, and Sales.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Cross-functional leadership and customer advocacy</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Sales leadership on expansion strategy, process alignment, and smooth account transitions.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Product and Engineering to surface customer feedback, influence roadmap priorities, and reduce recurring friction points.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Represent the voice of the customer internally and ensure issues are prioritized appropriately.</span></li> </ul> <h2><span style="font-size: 12pt;"><strong>What We’re Looking For</strong></span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor’s degree or equivalent practical experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">8+ years of experience in Customer Success, Account Management, Consulting, or similar customer-facing roles in B2B SaaS (enterprise experience strongly preferred).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">3+ years of people management experience, including hiring, coaching, and performance management (experience managing managers is a plus).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven track record owning retention and growth outcomes (renewals, expansions, GRR/NRR) across complex, multi-stakeholder accounts.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong executive presence and communication skills; ability to lead QBRs, renewal conversations, and escalations with senior stakeholders.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Operational rigor: ability to build repeatable processes, define success metrics, and drive accountability through data and cadence.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Comf