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Director of Customer Success

Feathr· Customer Success
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RemoteFull-timePosted 3w ago

About the role

Director-level leadership role responsible for guiding Feathr's Customer Success organization, focusing on revenue retention and expansion, cross-functional collaboration, and delivering value outcomes for nonprofit customers.

Responsibilities

  • Lead Feathr’s Customer Success teams against revenue goals.
  • Establish strategic success plans as the standard for how your team manages customer relationships.
  • Use product usage and engagement data to identify adoption risks and expansion opportunities.
  • Coach your managers and CSMs through account health and pipeline reviews, 1:1s, and performance reviews.
  • Serve as an escalation point and join key customer calls.
  • Report clearly on retention, renewals, and progress toward key targets.
  • Hire for the team and build its onboarding and training programs.
  • Work with Sales, Support, Onboarding, Product, and Marketing to improve the customer journey and share customer feedback.

Qualifications

  • 3+ years of people management in a team leadership role.
  • 6+ years in customer success, account management, and SaaS team experience.
  • Experience running a Customer Success function, or leading on a CS team, at a tech platform.
  • A track record of leading teams against revenue goals like GRR, NRR, and renewals.
  • Bonus: experience building scaled CS teams or one-to-many programs, such as webinars and office hours, that drive adoption across a large customer base.

Skills

Required:Strategic LeadershipTeam LeadershipRevenue FocusPeople LeadershipAnalyticalCommunicationCustomer Understanding

Benefits

  • 100% Remote work environment
  • Comprehensive Health, Dental, and Vision insurance
  • Paid Vacation, Sick Time, and Paid Company Holidays
Last updated Oct 1, 2026. Interested? Apply on the company site.

About Feathr

Grow Your Nonprofit's Support Base

Boost member engagement, drive ticket sales, and increase revenue with Feathr's data-driven digital campaigns designed for nonprofits.

Digital MarketingNonprofitsCampaign ManagementData-driven
Company profileWebsite

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