客户成功总监 (留存与增长)
Director of Customer Success (Retention and Growth)
你是否是一位能够建立以留存和增长为核心的高效运营模式的客户成功领导者？
你是否擅长团队建设、强化高管客户关系并拓展长期合作价值？
关于业务
LexisNexis Risk Solutions 是风险评估领域的关键合作伙伴。在我们的政府垂直领域，我们的解决方案帮助政府机构和执法部门从复杂的数据集中获取洞察，提高运营效率，增加项目完整性，发现并追回收入，并做出及时且明智的决策以增强调查工作。您可以在 了解更多关于 LexisNexis Risk 的信息。
关于团队
VitalChek 客户成功团队支持 VitalChek 产品组合中的政府客户，帮助他们最大化我们的重要记录解决方案、支付技术和身份验证平台的价值。该团队专注于客户关系、留存、账户增长和长期合作价值，同时与公司内部各团队协作，以实现积极的客户成果。
关于职位
客户成功总监是一个战略销售领导职位，负责维护和扩展 VitalChek 产品组合中的政府客户关系。向高级销售总监汇报，该职位将指导客户留存、收入增长、续约表现、高管级关系管理以及客户倡导工作。
该职位将建立并完善目前尚不完善的客户成功能力，帮助团队从技术支援职责转向主动的留存和增长目标。客户成功总监还将帮助客户最大化 VitalChek 重要记录解决方案、支付技术和身份验证平台的价值，同时识别增长和扩展的机会。该职位可能在美国境内完全远程办公，并需要定期前往客户现场、行业活动和内部会议。
职责
· 领导、辅导和发展由五名客户成功经理组成的团队，负责客户留存、账户增长和客户满意度。
· 建立以责任、客户成果、收入达成、辅导和职业发展为重点的高绩效文化。
· 制定并执行支持公司增长目标和客户留存目标的客户成功策略。
查看英文原文
Are you a customer success leader who can build a high-performing operating model focused on retention and growth?
Do you excel at developing teams, strengthening executive customer relationships, and expanding long-term partnership value?
About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Government vertical, our solutions assist government agencies and law enforcement to drive insights from complex data sets, improving operation efficiency, increasing program integrity, discovering, and recovering revenue, and making timely and informed decisions to enhance investigations. You can learn more about LexisNexis Risk at
About Our Team
The VitalChek Customer Success team supports government customers across the VitalChek portfolio, helping them maximize the value of our vital records solutions, payment technologies, and identity verification platforms. The team focuses on customer relationships, retention, account growth, and long-term partnership value while collaborating with teams across the business to support positive customer outcomes.
About the Role
The Director of Customer Success is a strategic sales leadership role responsible for retaining and growing government customer relationships across the VitalChek portfolio. Reporting to the Senior Director of Sales, this leader will guide customer retention, revenue expansion, renewal performance, executive-level relationship management, and customer advocacy.
This role will build and formalize customer success capabilities that do not fully exist today, helping the team move away from technical-help responsibilities and toward proactive retention and growth objectives. The Director will also help customers maximize the value of VitalChek vital records solutions, payment technologies, and identity verification platforms while identifying opportunities for growth and expansion. The position may be fully remote within the United States and will require regular travel to customer locations, industry events, and internal meetings.
Responsibilities
· Lead, coach, and develop a team of five Customer Success Managers responsible for customer retention, account growth, and customer satisfaction.
· Establish a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development.
· Build and execute customer success strategies that support company growth objectives and customer retention goals.
· Create scalable processes, role clarity, and best practices that improve customer engagement, account health, and team effectiveness.
· Own team performance against renewal, retention, and expansion revenue targets.
· Partner with Customer Success Managers to identify upsell and cross-sell opportunities within existing accounts.
· Lead account planning, renewal and expansion forecasting, and pipeline-visibility activities for the customer success organization.
· Monitor customer health indicators and proactively address risks to retention and renewal success.
· Build trusted relationships with senior government stakeholders and executive sponsors.
· Serve as an escalation point for critical customer issues and strategic account concerns.
· Conduct executive business reviews and strategic planning discussions with key customers.
· Support major contract renewals, negotiations, and expansion opportunities.
· Partner with Implementation, Product Management, Support, Operations, and Executive Leadership to deliver strong customer experiences.
· Provide customer insights and market feedback to influence product strategy and service delivery.
· Collaborate with implementation and onboarding teams to support smooth customer transitions and long-term adoption.
· Develop and maintain customer success processes, metrics, and reporting frameworks.
· Analyze customer and revenue data to identify trends, risks, and growth opportunities.
· Lead change-management and process-improvement initiatives that strengthen organizational performance and customer outcomes.
Requirements
· Minimum of 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role.
· Proven success leading teams responsible for revenue retention, renewals, and account growth.
· Experience forecasting revenue and managing performance against revenue targets.
· Demonstrated ability to build executive-level customer relationships and navigate complex stakeholder environments.
· Strong coaching, leadership, communication, and presentation skills.
· Experience managing escalations and resolving complex customer challenges.
Preferred Qualifications
· Minimum of three years of people-leadership experience managing customer success, account management, or sales teams.
· Experience building or formalizing customer success teams, defining team roles, or establishing operating structures.
· Experience within government technology, public-sector technology, SaaS, payments, or citizen-services industries.
· Experience working with state, local, or municipal government customers.
· Knowledge of subscription-based and contract-based revenue models.
· Experience leading customer success transformation, process improvement, or organizational change initiatives.
· Bachelor’s degree in business, marketing, management, or a related field. An equivalent combination of education and relevant experience may be considered.
Working for You
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
· Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
· Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
· Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
· Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
· Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
· Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
· In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
U.S. National Base Pay Range: $98,500 - $183,000. Total Target Cash Range: $151,700 - $281,500. Geographic differentials may apply in some locations to better reflect local market rates.Base Pay Range for CO is $98,500 - $183,000. Total Target Cash Range for CO is $151,700 - $281,500. Base Pay Range for IL is $103,400 - $192,200. Total Target Cash Range for IL is $159,200 - $295,600. Base Pay Range for Chicago, IL is $108,400 - $201,200. Total Target Cash Range for Chicago, IL is $166,900 - $309,700. Base Pay Range for MD is $103,400 - $192,200. Total Target Cash Range for MD is $159,200 - $295,600. Base Pay Range for NY is $108,400 - $201,200. Total Target Cash Range for NY is $166,900 - $309,700. Base Pay Range for New York City is $113,300 - $210,400. Total Target Cash for New York City is $174,400 - $323,700. Base Pay Range for Rochester, NY is $93,600 - $173,800. Total Target Cash Range for Rochester, NY is $144,100 - $267,400. Base Pay Range for OH is $93,600 - $173,800. Total Target Cash Range for OH is $144,100 - $267,400. Base Pay Range for NJ is $119,196 - $190,404. Total Target Cash Range for NJ is $191,961 - $306,639.Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter.Application deadline is 10/30/2026.We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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Originally posted on Himalayas