Customer Success Director

Overview

As the Customer Success Director at S-Docs, you’ll be responsible for ensuring the success, satisfaction, and growth of our enterprise-level customers. This leadership role is pivotal in driving customer retention, expansion, and advocacy by delivering exceptional experiences and measurable business value through the adoption of S-Docs’ document automation and e-signature solutions. You’ll serve as a strategic advisor to key clients, driving alignment between customer objectives and our technology capabilities.

Internally, you will collaborate closely with Sales, Customer Solutions, Product, Marketing, and Support teams to create a seamless customer journey from onboarding and adoption to renewal and expansion. This role offers the opportunity to shape the company’s growth strategy, enhance the customer experience, and contribute to building a world-class Customer Success organization that drives both client outcomes and company revenue.

• Build and maintain strong, long-term relationships with enterprise clients and executive-level stakeholders, serving as a trusted advisor and strategic partner.
• Conduct regular business reviews to assess customer progress, address challenges, and identify opportunities for growth and expansion.
• Collaborate cross-functionally with Sales, Marketing, Product, and Support to ensure a consistent, high-quality customer experience across every touchpoint.
• Monitor customer health metrics to proactively identify risk and opportunity, improving retention, adoption, and advocacy.
• Establish scalable processes, playbooks, and tools to improve delivery consistency, efficiency, and customer outcomes.
• Partner with Product and Engineering to represent the customer voice and influence roadmap priorities.
• Contribute to forecasting and strategic planning by providing insights on customer adoption, satisfaction, and renewal trends.

• Deep understanding of enterprise software implementation, adoption, and renewal cycles.
• Strong business acumen and the ability to translate customer goals into measurable value.
• Expertise in analyzing customer data and using insights to drive proactive engagement.
• Exceptional executive presence, presentation, and storytelling skills.
• Passion for customer success, innovation, and continuous improvement.
• Ability to balance strategic planning with hands-on leadership and execution.

• 8–10+ years of experience in Customer Success, Account Management, or Client Services leadership within a SaaS or enterprise software environment.
• Proven record of driving customer satisfaction, retention, and expansion across a complex enterprise client base.
• Exceptional communication and relationship management skills with senior stakeholders.
• Strong analytical and strategic thinking abilities; comfortable using data to guide decisions and measure outcomes.
• Collaborative, adaptable leader who thrives in a fast-paced, high-growth environment.

• Bachelor's degree required.
• Advanced degree preferred.

This is a remote role; however, the ideal candidate will be based near Ann Arbor, Michigan and available to work from the office on occasion as needed for team collaboration or company events.

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