Customer Success Lead

ABOUT TRIBUTE TECHNOLOGY

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, Ukraine, and India.

ABOUT YOU

Tribute Technology is seeking a commercially driven and strategically minded Director of Customer Success to lead client engagement, retention, and expansion across our growing customer base. Reporting directly to the Vice President of Customer Success, this leader will own retention performance and play a key role in maximizing Net Revenue Retention and customer lifetime value.

KEY RESPONSIBILITIES

• Lead the customer success team, enhancing customer satisfaction, adoption, and long-term growth
• Own and deliver against NRR and GRR targets, driving sustainable revenue growth
• Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch
• Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion
• Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency
• Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio
• Lead outcome-driven engagements by codifying segment-level ROI frameworks and success criteria, creating repeatable success models that improve scalability, consistency, and retention outcomes.
• Establish early-warning signals and automated risk identification to proactively improve retention outcomes
• Drive retention strategy while partnering cross-functionally to unlock expansion opportunities
• Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health
• Manage and coach a team of CSMs operating in mid-touch, low-touch, and pooled engagement models
• Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness
• Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners

QUALIFICATIONS AND EXPERIENCE

• 8+ years of experience in B2B SaaS Customer Success or Account Management, including leading and scaling revenue-responsible teams in high-growth environments
• Proven ownership of Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), with a track record of driving measurable retention and expansion outcomes
• Deep experience leading CS strategy across SMB, Mid-Market, and Enterprise ACV segments, optimizing engagement models to maximize revenue yield and reduce churn risk
• Demonstrated success managing and forecasting recurring revenue across both month-to-month and term-based contracts, with high accuracy and executive-level visibility
• Experience driving cross-sell and expansion across multi-product portfolios, including navigating competitive displacement and whitespace capture
• Strong commercial operator with expertise in pipeline visibility, renewal risk mitigation, health scoring, and performance management systems
• Proven ability to partner cross-functionally with Sales, Product, Marketing, and Services to unlock expansion revenue and accelerate customer lifetime value
• Highly analytical and metrics-driven, leveraging automation, AI, and scalable systems to improve retention, increase expansion rates, and drive predictable revenue growth
• Execution-oriented leader who thrives in performance-based cultures and is motivated by clear revenue targets and measurable business impact

WHAT WE OFFER YOU

• Competitive salary
• Great benefits package (Pension Plan, PTO, Paid Holidays. . .)
• An outstanding collaborative work environment

The compensation range for this role is $150,000 - $175,000 OTE.