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Role Description

The Director of Customer Success at XTIUM is responsible for leading a team of Customer Success Managers and owning customer outcomes across a defined portfolio of managed services clients. This role is accountable for revenue retention, expansion, and customer satisfaction (NPS) while ensuring delivery of secure, scalable, and high‑value XTIUM solutions aligned to each customer’s business objectives.

The Director partners closely with Sales, Solutioning, Operations, Security, and Finance to balance customer advocacy with commercial performance, drive adoption of XTIUM’s managed services portfolio (including DaaS, Citrix, cloud, and security offerings), and ensure consistent execution across the customer lifecycle.

Job Responsibilities

• Customer Success Leadership
  • Lead, coach, and develop a team of 5–6 Customer Success Managers responsible for enterprise and mid‑market customers.
  • Establish consistent Customer Success operating standards across engagement, renewals, expansion, and risk management.
  • Drive accountability for performance, outcomes, and professional development within the team.
  • Ensure team alignment to XTIUM’s customer engagement model and service delivery expectations.
• Revenue Retention & Growth
  • Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) outcomes across the assigned portfolio.
  • Oversee renewal strategy and execution, ensuring proactive planning, timely SOW delivery, and risk mitigation.
  • Drive expansion through identification of upsell and cross‑sell opportunities across XTIUM’s managed services portfolio.
  • Partner with Sales and Solutioning on pricing, scope changes, and go‑forward service strategies.
  • Maintain accurate forecasts for renewals, churn risk, and expansion opportunities.
• Customer Experience & NPS
  • Own customer satisfaction and NPS outcomes for the assigned portfolio.
  • Analyze customer feedback, NPS results, and operational trends to identify improvement opportunities.
  • Partner cross‑functionally to drive corrective actions and continuous service improvements.
  • Ensure a consistent, high‑quality customer experience throughout the lifecycle.
• Executive Engagement & Governance
  • Serve as an escalation point for executive‑level customer issues and high‑risk accounts.
  • Guide CSMs in building trusted relationships with customer executives (CIO, CTO, VP, Director level).
  • Oversee planning and execution of Quarterly Business Reviews (QBRs).
  • Ensure effective governance around major incidents, root cause analysis (RCA), and post‑incident communications.
• Cross‑Functional Collaboration
  • Partner with Operations and Service Delivery to ensure SLAs, scope, and service expectations are met.
  • Collaborate with Finance on billing accuracy, revenue recognition, and change order governance.
  • Provide input into service packaging, pricing models, and managed services strategy.
  • Support go‑to‑market initiatives by ensuring Customer Success readiness and alignment.

Qualifications

• 8+ years of experience in Customer Success, Account Management, or client‑facing leadership roles within a technology, managed services, or SaaS environment.
• 3+ years of people leadership experience managing and developing customer‑facing teams.
• Proven track record of driving revenue retention, expansion, and customer satisfaction across a portfolio of accounts.
• Strong financial acumen, including experience with Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), churn, forecasting, and outcome management.
• Exceptional executive‑level relationship management skills, with the ability to build trust, influence outcomes, and coach teams to do the same.
• Highly customer‑centric mindset, with a passion for understanding customer needs and delivering value‑driven solutions.
• Demonstrated ability to collaborate cross‑functionally with Sales, Operations, Finance, Security, and Solutioning teams to achieve shared business goals.
• Experience leading change management initiatives, driving cultural and operational adoption of Customer Success best practices.
• Technical familiarity with digital transformation and enterprise IT solutions, including managed network services, security, hosted cloud computing, DaaS, Citrix, and enterprise IT services.
• Strong communication, leadership, and problem‑solving skills, with the ability to manage escalations and complex customer environments.
• Experience supporting mid‑market or enterprise customers in a managed services organization preferred.

Requirements

• The salary range for this position is $150,000 - $175,000/base salary plus additional variable compensation.
• Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location.

Benefits

• Med/Dental/FSA/401(k)/Flexible.
• Paid Time Off.

Company Description

XTIUM is an equal opportunity employer.

Remote.