Job Description
Who you are The ideal candidate will bring 8+ years of customer success experience, at least 5 years in a people management role, and a demonstrated ability to lead high-performing teams across multiple product lines in a fast-paced SaaS environment 8+ years of customer success experience At least 5 years in a people management role An experienced customer success leader with a proven track record of managing and developing CSM teams in a B2B SaaS environment Thrive in a multi-product environment and are comfortable leading teams with distinct but complementary customer success motions — renewal, adoption, and technical onboarding Data-driven and use metrics to make decisions, prioritize team focus, and communicate performance to leadership Strong coach who invests in the development of your team and creates clear paths for growth Understand AI-powered products and are energized by the opportunity to lead a team supporting a fast-evolving AI communication platform Build strong cross-functional relationships and are comfortable representing the voice of the customer across Sales, Product, Engineering, and Support Clear and confident communicator who can navigate difficult customer situations and guide your team through escalations What the job involves The EverPro Home Improvement solution group is seeking an experienced Director of Customer Success to lead our Service Fusion and ZyraTalk customer success teams In this role, you will oversee a cross-functional team of CSMs responsible for revenue renewal across Service Fusion's field service management platform, revenue renewal and product adoption for ZyraTalk's AI-powered communication platform, and the technical onboarding of new ZyraTalk customers Team Leadership & Development: Lead, coach, and develop a team of Customer Success Managers across Service Fusion (revenue renewal) and ZyraTalk (revenue renewal, product adoption, and technical onboarding). Foster a high-performance, collaborative culture focused on customer outcomes Revenue Retention: Own renewal metrics and revenue retention (GRR) across both product lines. Develop and execute strategies to reduce churn, improve renewal rates, and identify expansion opportunities within the existing customer base Product Adoption & Expansion: Oversee the CSM team responsible for driving product adoption and measurable customer outcomes. Partner with Product and Engineering to stay ahead of platform changes and ensure your team can communicate value effectively Technical Onboarding Oversight: Lead the technical onboarding CSM function, ensuring new customers experience a smooth, efficient, and high-quality go-live Performance Management & Reporting: Define and track team KPIs including renewal rates, CSAT, product adoption, time-to-onboard, and churn. Provide regular reporting to leadership and proactively surface risks and opportunities Process & Playbook Development: Build, maintain, and continuously improve CS playbooks, escalation frameworks, and customer engagement cadences for each CSM motion. Identify and implement process improvements that drive scale and consistency Cross-Functional Collaboration: Partner closely with Sales, Product, Engineering, Marketing, and Support to represent customer needs, influence product roadmap decisions, and ensure a seamless customer experience across the full lifecycle Hiring & Workforce Planning: Partner with Talent Acquisition and HR to recruit, hire, and onboard top CS talent. Manage team capacity in alignment with customer portfolio growth across both product lines Benefits Flexibility to work where/how you want – in-office, remote, or hybrid Robust health and wellness benefits, including an annual wellness stipend Continued investment in your professional development through Udemy 401k with company match Flexible and generous paid time off Employee Stock Purchase Program