Director, Customer Success bei Intrado Life & Safety, Inc.

The Customer Success Director will lead and scale a team of high-performing CSMs. In this role, you will be responsible for driving customer retention, product adoption, and expansion through your team while improving customer success processes and team performance. 

This is a hybrid role based out of our Longmont, CO office.

You’ll work cross-functionally with Sales, Product, Marketing, Operations, and Support to ensure our customers achieve measurable value and long-term success. 

Key Responsibilities: 

Team Leadership 

• Hire, coach, and mentor a team of Customer Success Managers (CSMs). 

• Conduct regular 1:1s, performance reviews, and professional development planning. 

• Set and manage team goals related to retention, product adoption, and customer satisfaction. 

• Identify and drive resolution of chronic customer challenges 

Customer Outcomes & Retention 

• Drive customer health and retention metrics (e.g., churn, NRR, CSAT/NPS). 

• Guide the team in proactive engagement strategies based on data and lifecycle stages. 

• Oversee renewal strategy execution, ensuring timely and high-value conversations. 

• Overall lead for assigned customer relationships   

• Maintain strong, long-term relationships with key customer stakeholders to ensure satisfaction and loyalty. 

Expansion & Sales Partnership 

• Enable team to identify expansion opportunities. 

• Collaborate with Account Executives / Sales on joint growth strategies. 

• Help define playbooks for upsell/cross-sell motions. 

Process Optimization 

• Develop and optimize customer success processes, tools, and workflows. 

• Use customer insights to drive improvements in onboarding, adoption, and lifecycle touchpoints. 

• Partner with Product and Marketing to represent the voice of the customer internally. 

Reporting & Metrics 

• Track team performance using KPIs (e.g., NRR, logo retention, health scores). 

• Use dashboards and CS platforms to manage visibility and accountability. 

Qualifications: 

• 5+ years of experience in Customer Success, Account Management, or SaaS post-sales roles. 

• 2+ years of experience directly managing a team. 

• Proven success improving customer retention and driving team performance. 

• Strong leadership, communication, and cross-functional collaboration skills. 

• Comfort with CS tools and CRM platforms (e.g., Salesforce). 

• Strategic thinking combined with a hands-on, data-informed management style. 

• Experience with both SMB and/or enterprise customers is a plus. 

• Experience building or scaling customer success programs. 

• Familiarity with onboarding, QBRs, customer journeys, and digital CS models. 

• Background in public safety technology a plus.

• Experience with upselling or training teams on upsell strategies is highly preferred.