Director, Customer Success

About the role

Veritree is seeking a Director of Customer Success to own the post‑sale relationship with every customer, from go‑live through renewal and expansion. You will be responsible for achieving >100% net revenue retention each half and building the repeatable processes that enable scalable growth.

Key responsibilities

• Lead a team of six Senior Customer Success Managers and Customer Success Managers.
• Drive retention, upsell, cross‑sell, and renewal targets across the customer base.
• Develop and execute a retention strategy, including at‑risk triggers, save playbooks, and early‑warning processes.
• Design and implement account‑health scoring, expansion pipelines, and pricing/contract models for renewals.
• Collaborate with Sales, Marketing, Product, Operations, Finance, and People to translate customer needs into product delivery.
• Introduce automation and system improvements to shift the team from operational to strategic work.
• Represent Veritree in high‑stakes calls with enterprise partners and present impact reviews to senior sustainability leaders.

Required profile

• Proven experience leading Customer Success teams in a high‑growth environment.
• Strong track record of achieving high net revenue retention and driving expansion.
• Comfortable coaching managers, handling complex renewals, and influencing cross‑functional stakeholders.
• Ability to design account‑scoring models, pricing protocols, and CRM pipelines.

Required skills