Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Understand your customers interactions with your product and make informed product success decisions.
Define and track onboarding by phase, user progress, account, and portfolios.
Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Handle this critical component of the post sales customer journey.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Get a complete view of your customer and all their moving parts.
Deliver consistent customer experiences and repeatable success.
Create the right scoring system for your organization.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Track your tasks easily by account, product, and outcome categories for better efficiency.
Create dynamic segment across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Automate your actions, alerts, playbooks and more.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Improve decision making and actions for enhanced outcomes.
Unlock value from your data with our embedded Business Intelligence solution.
Meet the industry’s first virtual assistant (SIA) designed for customer success and account management.
Our core values, team, and community
Get in touch anytime.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
A director of customer success is responsible for building and leading the customer success team. Their common daily activities vary widely. Learn more!
Customer Success departments have different structures to suit each, unique company. Large enterprises have a well-laid structure of the whole department with the right reporting mechanisms, and the Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly, they report to the Vice President of Customer Success or the Chief Customer Officer.
A Director of Customer Success is responsible for building and leading the Customer Success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.
The Customer Success team helps the client achieve value from the product and facilitates product adoption. This results in loyalty and therefore long-term customer retention.
The director’s role is to ensure customers are successful using the product the company sells. This sounds simple but it’s quite complex. It involves building the right team to train and onboard new customers and forming a dynamic strategy to accomplish the team’s goals.
It also entails developing tactical plans, executing them, and measuring results to ensure the team is making clients successful as well as satisfied. Long-term, reliable recurring revenue results from a successful CS team.
The director carries a lot of responsibility to produce results. If he succeeds, the company grows. If he fails, he may find himself without a job. But what does his day-to-day job look like? Let’s dig in and see.
The responsibilities of a CS director range from managing the team of CSMs to developing initiatives that deliver unique value to customers. Below, we touch on the most common day-to-day activities of a CS director.
They have to examine the various stages of the customer journey and identify gaps in customer-facing processes. There are almost always gaps. So, those gaps must be filled to ensure a stellar customer experience at every stage of the journey.
A director of Customer Success has to coordinate with different departments to align all of them towards Customer Success. Every department must participate in the effort to bring value to the customer and provide exceptional experiences.
The director must proactively drive these initiatives. For example, pulling other teams away from their responsibilities to educate them on the role they play in the overall customer experience and how that contributes to Customer Success.
Optimizing Customer Success initiatives and helping CSMs understand customers’ objectives and use cases is important for a director. They help CSMs to define value for the customers and the best way to deliver it to them.
A director has to align the marketing and sales teams with Customer Success managers to identify prospects for business expansion. They define the CSMs involvement in upselling and cross-selling to the existing customers.
They extensively use of their internal Customer Success software solution every day. This enables them to keep tabs on customer health scores and the performance of CSMs. These insights certainly help them identify and implement necessary process improvements.
CS directors identify key performance indicators (KPIs) and metrics to measure team performance and the growth of the organization. Commonly-measured metrics include monthly recurring revenue (MRR), product adoption rates, customer satisfaction levels, etc.
Through these metrics, they prepare monthly or quarterly reports that illustrate how the CS team is performing. Then they share these reports with their superiors and subordinates to ensure everyone is armed with the latest data.
Hiring the right candidates and mentoring them is an important responsibility. Therefore, CS directors participate in and drive the interview process to select the right employees for their team. They must also create an effective team structure that produces results and surpasses expectations.
You need to collaborate on planning and communication with customer success teams to convert them into long-term clients. It is also possible to deliver an engaging experience if you develop a coaching mindset. The director of customer success needs to look to challenge the status quo. The director of customer success needs to inspire innovation and design a strategy that resonates with top customer success strategies.Another responsibility of the customer success director is boosting revenue growth and ensuring retention. The person must also implement processes that improve customer lifetime value. The director of customer success can also incentivize the CSMs to upsell, cross-sell, and reduce churn. Since the director of customer success needs to manage and oversee the entire customer success execution part, the person needs to be skilled and optimize the process as much as possible. The director needs to guide customer success managers on product knowledge, create a liaison between teams,support teams, and guide them to success.
The director of customer success also needs to have positive relationships with C-Suite executives and company owners. The director of customer success needs to offer personalized experiences for all customers across segments. They need to be innovative in launching new customer marketing techniques and solving difficult problems. The director is also responsible for maximizing the potential and impact of customer success strategies.C-suite executives need to partner with other leaders to create a similar messaging pattern and assemble insights from other agencies. It is also important to ensure and boost revenue growth with regular coaching, training, and planning. The director of customer success needs to deliver multiple aspects to different teams keeping quality and the right context as a priority.
The director needs to improve processes to increase customer lifetime value, customer experience, product adoption, and NPS scores. The director of customer success is responsible for incentivizing customer success managers and customer success teams. The director of customer success is responsible for refining customer experience and ensuring the product experience is also enriching. The director of customer success needs to contribute to company goals. The director of customer success also needs to mitigate churn by cross-selling or upselling.The director of customer success needs to ensure the messaging for customers is correct and right for them. Customer feedback should play a pivotal part in ensuring all processes are improved and aligned with overall needs.
The director must assign customer success managers various profiles or accounts to help with growth and value. The eventual goal should be maximizing value for customers while ensuring high profitability for the company.
There are specific requirements and traits a candidate must possess to be considered for a CS director role. So, we’ll shift to discussing those now.
The list below isn’t exhaustive but rather intended to provide a general idea of what it takes to land a CS directr role.
This is one of the most lucrative positions in SaaS companies. For example, the average pay for this role according to industry research is around $102K USD per year. Moreover, these roles often offer opportunities to earn additional pay via bonuses and commissions. Similarly, the average salary for a Director of Customer Experience is roughly on par.
Most of the time, a Vice President of Customer Success along with the Chief Customer Officer would interview candidates for this role. Above all, the interviewers look for personality traits that would be best suited for this role along with subject matter knowledge and expertise.
Subsequently, once you make your way through the various interview rounds, the CEO might conduct a final interview, depending on the size of the company.
If you are applying for this role, then you must be familiar with many Customer Success roles. For example, an interviewer may ask: What does a Customer Success manager do? Or what are the responsibilities of a Customer Success specialist?
Moreover, you must know the various KPIs that you will have to use while working as a director of client success.
For a detailed list of interview questions, you may consider giving a quick glance at this blog.
There are other roles, both above and below the level of director, in a Customer Success team. These roles are often used interchangeably in different organizations based upon their maturity and size. Below, we list a few of the most common ones.
This is the most common role in a CS team. A CSM is the face of your CS team and directly interacts with customers more than anyone else. They have to be engaged with the customer’s daily product usage and monitor them closely.
When their job is overly technical, they are often referred to as a Customer Success Analyst. Regardless of the title, they are responsible for driving customer engagement and retention—ultimately customer satisfaction. Similarly, they generally report to a CS leader like a director of Customer Success.
A VP of Customer Success is higher in the company hierarchy than the director. However, they are sometimes a substitute for a director. In addition, they usually report to one of the C-suite executives. As a result, their responsibilities are similar to those of a director.
This is the highest role on the CS team and forms the part of the C-suite. They work in parallel to the CEO, CPO, COO, CMO, and CFO. Their responsibility lies in championing a Customer Success philosophy across the organization.
They are involved in creating and delegating high-level customer loyalty programs that drive customer retention at scale.
For a detailed look at all the other similar roles in Customer Success, their responsibilities, and salary, take a quick look at this article.38
Stanley Deepak is an accomplished sales and marketing professional with 15+ years of experience. He loves tech products and book reading. He writes on philosophy and culture on LinkedIn.
Published August 07, 2020, Updated September 12, 2022
In the past, companies operated and made important growth decisions wi...
12 Aug, 2020
Here is a glimpse to Ted Talk Customer Success Influencers and what un...
08 Jul, 2020
Finding the right customer might not always be easy. Here are 9 exampl...
02 Jun, 2020
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.