Director of Customer Success

Overview

The Director of Customer Success is a key management role responsible for building and leading a high-performing Customer Success organization at Remarcable. This role will oversee a team of Customer Success Managers (CSMs) to ensure our customers achieve measurable success with our platform — driving adoption, retention, and expansion across our growing customer base of electrical contractors and distributors.

You will develop scalable customer success strategies, coach and mentor team members, and collaborate closely with Sales, Product, and Support to create a world-class customer experience. The ideal candidate is both strategic and hands-on, able to design programs, manage data-driven initiatives, and strengthen customer relationships that directly impact company growth.

Key Responsibilities

Leadership & Strategy

• Lead, mentor, and grow the Customer Success Manager (CSM) team to deliver exceptional client experiences, retention, and adoption results.

• Define and execute a scalable Customer Success framework — including onboarding, adoption, renewal, and expansion playbooks.

• Partner with the VP of Customer Experience and other leaders to shape customer strategy, performance metrics, and long-term success outcomes.

• Implement and refine KPIs such as NRR (Net Revenue Retention), GRR (Gross Revenue Retention), and Customer Health Scores.

• Customer Retention & Growth

• Oversee proactive customer engagement programs that reduce churn and increase renewals.

• Establish processes to identify at-risk accounts early and drive recovery plans.

• Partner with Sales to identify expansion and upsell opportunities that align with customer goals and product roadmap.

• Conduct executive business reviews (QBRs/EBRs) with strategic accounts to demonstrate ROI and align on future success.

Operational Excellence

• Develop and implement systems for tracking customer health, usage analytics, and feedback loops to improve adoption and retention.

• Partner with Product and Engineering teams to represent the “Voice of the Customer” and influence roadmap priorities.

• Collaborate with Technical Support to ensure seamless issue resolution and proactive communication with customers.

• Standardize customer onboarding, training, and support documentation in coordination with internal teams.

Team Management

• Recruit, onboard, and develop top talent for the Customer Success team.

• Conduct regular 1:1s, set performance objectives, and provide career growth pathways.

• Create a culture of accountability, collaboration, and continuous improvement.

• Lead regular team meetings focused on best practices, success stories, and key learnings.

• Cross-Functional Collaboration

• Partner with Sales, Marketing, and Customer Support to ensure consistent customer messaging and handoffs.

• Work with Finance and Operations to ensure accurate forecasting of renewals and upsells.

• Collaborate with the Learning & Enablement team to develop resources that empower both customers and internal teams.

Who You Are

• 7+ years of experience in Customer Success, Account Management, or Client Services, with at least 3+ years in a leadership capacity.

• Proven success building and scaling Customer Success teams within a B2B SaaS environment; experience in construction tech, supply chain, or ERP-integrated platforms preferred.

• Strong understanding of customer lifecycle management, retention strategies, and data-driven decision-making.

• Excellent leadership, coaching, and communication skills with the ability to inspire and motivate teams.

• Demonstrated success influencing cross-functional initiatives across Product, Sales, and Engineering.

• Experience implementing Customer Success tools and CRMs (e.g., Salesforce, Gainsight, HubSpot, Vitally, or similar).

• Strategic thinker with a bias for action — hands-on, analytical, and passionate about customer outcomes.

Who We Are

Remarcable, Inc. is the leading cloud-based procurement and tool management platform purpose-built for the electrical contracting industry. Our mission is to help contractors and distributors streamline operations, improve communication, and gain visibility from requisition to reconciliation.

Our platform integrates deeply with distributor systems and contractor accounting platforms, enabling real-time collaboration and efficiency across all levels of the supply chain. We’re a growing, people-first company with hubs in Omaha, Nebraska and Vancouver, BC, and a distributed team across North America.

Job Details

• Full-Time, Exempt

• Omaha, NE Onsite M-F

• Travel: Up to 10–15% for customer visits and team events

• Performance Bonus

• Benefits to include paid time off, medical dental, vision insurance plus group life insurance and short term disability (100% company paid for employee coverage); plus voluntary life, LTD . Plus 401(k) with company match.