Hiring: Director of Customer Success Company: XOi Location: Nashville, TN Job Posted Time: 2026-09-15 14:34:13 Employment Type: Remote Target Skills & Keywords : SaaS About the job Experience: •7-12 years of experience in Customer Success (in SaaS) •12 years of experience in Customer Success (in SaaS) •5+ years as leading Customer Success teams with a track record of building and motivating high-performing teams including but not limited to hiring, performance reviews, coaching, professional development, and an ability to inspire and empower teams to achieve ambitious goals. Required Skills: •The Director of Customer Success will lead a team of Customer Success Managers (CSMs) •Lead, manage, mentor, coach, and develop a high-performing team of CSMs, including hiring, onboarding, performance management, and ongoing professional development. •Foster a culture of customer obsession, collaboration, and continuous improvement. •Provide regular feedback, conduct performance reviews, and identify training opportunities to enhance team skills and expertise. •Design, implement, and optimize scalable customer success programs for various segments, including tech touch and major accounts. •Develop standardized processes, playbooks, and best practices for onboarding, adoption, retention, and expansion. •Serve as a champion for our customers, ensuring their needs are understood and addressed. •Drive value realization by helping customers achieve their desired outcomes with our platform. Qualifications: •3-5+ years as leading Customer Success teams with a track record of building and motivating high-performing teams including but not limited to hiring, performance reviews, coaching, professional development, and an ability to inspire and empower teams to achieve ambitious goals. •Comprehensive understanding of the customer lifecycle from initial onboarding and seamless implementation to cultivating and nurturing long-term relationships with customers. •Proven experience building and scaling customer success programs, scalable processes and playbooks that lay the foundation for rapid growth while maintaining a high level of customer satisfaction. •In-depth knowledge of the MEP (Mechanical, Electrical, Plumbing) industry is a plus •Demonstrated ability to lead, mentor, and develop a high-performing team, including recruiting, hiring, training, performance management, and coaching. •Exceptional ability to influence through persuasion, negotiation, and consensus building to drive towards positive outcomes •Demonstrated success in using customer data (e.g., health scores, churn analysis, engagement metrics) to develop and execute effective customer success strategies. •Exceptional communication, presentation, and interpersonal skills. •Strong analytical and problem-solving skills with an ability to identify root causes and develop effective solutions •Demonstrated ability in developing and executing strategies to effectively manage and grow a substantial portfolio of customer relationships including opportunities for expansion and maximizing customer lifetime value. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!