Director of Customer Success

Advisors, operations, compliance and technology teams total roughly 560 people. Regulatory oversight is constant, and the compliance department is one of the largest in the company.

About the role:

Charlotte Planning Group is hiring a CSM for the operations segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Remote, open to candidates across the US. You can set your own hours around a daily morning check-in.

Key responsibilities:

• Lead kickoff calls and onboarding plans with new customers
• Report monthly on churn risk and saves
• Create help center articles when the same question keeps coming up
• Run quarterly business reviews with customer stakeholders
• Drive renewals alongside the commercial team, starting 120 days out
• Escalate product bugs and feature requests through Jira with clear context
• Coordinate with support on open tickets for your accounts
• Flag expansion opportunities to the account executive or account manager

What you need:

• 8+ years in customer success, account management or implementation at a SaaS company
• Working knowledge of Salesforce
• Experience managing renewals or retention targets
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Able to learn a technical product and explain it in plain terms
• Comfortable presenting to directors and VPs

Preferred:

• Experience with usage-based pricing
• Background in healthcare, logistics or financial services customers

Perks and benefits:

• Medical, dental and vision insurance
• 401(k) with 4% match
• Paid time off
• Paid parental leave
• Paid holidays
• Paid sick leave
• Health savings account (HSA) with employer contribution

Charlotte Planning Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We review applications on a rolling basis.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Charlotte Planning Group.