What you'll do<ul style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;"><li style="color:rgb(0,0,0);margin-top:12pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Lead and manage a team of enterprise Customer Success Managers at scale, fostering a culture of ownership, collaboration, and continuous learning</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Own Net Revenue Retention (NRR) and Gross Retention Rate (GRR) in partnership with the sales team - track trends, spot and report risks, and drive proactive management</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Design and refine scalable processes and playbooks that streamline onboarding, training, quarterly reviews, escalations, and renewals</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Act as the customer advocate, voice their needs internally, connect them with the right experts and resources, and ensure ongoing continuity across the business</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Develop and deliver training programs, self-service resources, and best-practice guides that empower customers to succeed</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Use data (SLAs, response times, and other customer health metrics) to drive decision making, celebrate team successes, and tackle difficult conversations head-on</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:12pt;font-size:12pt;line-height:1.38;">Serve as the escalation point of contact, owning outcomes proactively and preventatively through hands-on support and coaching to Customer Success Managers</li></ul>Qualifications<ul style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;"><li style="color:rgb(0,0,0);margin-top:12pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">5+ years in enterprise SaaS customer success or support leadership, including 2+ years building and scaling teams in an early-stage environment</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Proven track record of meeting or exceeding NRR and GRR targets through proactive coaching, customer engagement, and targeted interventions to foster strong relationships and drive retention</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Strong analytical and problem-solving skills; comfortable turning metrics into action plans</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Excellent communication and relationship-building skills, with the ability to influence at all levels</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:12pt;font-size:12pt;line-height:1.38;">Experience with Front (or similar), Asana (or similar), and Salesforce; familiarity with customer success platforms (e.g., Gainsight, Totango) a plus</li></ul><h2 style="margin-right:0px;padding:0px;font-style:normal;font-weight:600;font-size:12pt;line-height:1.38;">Why You’ll Love Working Here</h2><ul style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;"><li style="color:rgb(0,0,0);margin-top:12pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Impact: Own a mission-critical role that shapes our customers’ success and our company’s growth</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Growth: Seize opportunity and accelerate your career by solving challenging problems in a high-growth startup environment</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Flexibility: Work from anywhere in the U.S. with a stipend for your home office setup</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:0pt;font-size:12pt;line-height:1.38;">Rewards: Competitive salary, equity, 401(k) match, and comprehensive benefits</li><li style="color:rgb(0,0,0);margin-top:0pt;margin-bottom:12pt;font-size:12pt;line-height:1.38;">Support: Paid parental leave, ongoing career development, and regular team gatherings to align on strategy and celebrate wins</li></ul>Encamp is committed to diversity, equity, and inclusion. We welcome candidates of all backgrounds to join us in building a greener future through customer-obsessed innovationIn the interest of full transparency, the salary for this role will be $145,000 - $170,000.

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<div id="ember57" class="ember-view organization-about-module__content-consistant-cards-description">Encamp is an enterprise technology company on a mission to create a world in which what&rsquo;s good for business can be good for the environment. Since launching in 2017, Encamp has helped top organizations radically improve their environmental compliance operations and mitigate the risks of non-compliance. By utilizing a blended method of high-tech solutions, along with high-touch expert support, Encamp transforms compliance programs and human processes into a technology-driven system that lays the foundation for accurate and ongoing environmental compliance. A portion of Encamp&rsquo;s revenue is allocated to plant trees across the world, helping sequester carbon and promote human and environmental health for those that need it the most.</div>
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Director of Customer Success

What you'll do<ul><li>Lead and manage a team of enterprise Customer Success Managers at scale, fostering a culture of ownership, collaboration, and continuous learning</li><li>Own Net Revenue Retention (NRR) and Gross Retention Rate (GRR) in partnership with the sales team - track trends, spot and report risks, and drive proactive management</li><li>Design and refine scalable processes and playbooks that streamline onboarding, training, quarterly reviews, escalations, and renewals</li><li>Act as the customer advocate, voice their needs internally, connect them with the right experts and resources, and ensure ongoing continuity across the business</li><li>Develop and deliver training programs, self-service resources, and best-practice guides that empower customers to succeed</li><li>Use data (SLAs, response times, and other customer health metrics) to drive decision making, celebrate team successes, and tackle difficult conversations head-on</li><li>Serve as the escalation point of contact, owning outcomes proactively and preventatively through hands-on support and coaching to Customer Success Managers</li></ul>Qualifications<ul><li>5+ years in enterprise SaaS customer success or support leadership, including 2+ years building and scaling teams in an early-stage environment</li><li>Proven track record of meeting or exceeding NRR and GRR targets through proactive coaching, customer engagement, and targeted interventions to foster strong relationships and drive retention</li><li>Strong analytical and problem-solving skills; comfortable turning metrics into action plans</li><li>Excellent communication and relationship-building skills, with the ability to influence at all levels</li><li>Experience with Front (or similar), Asana (or similar), and Salesforce; familiarity with customer success platforms (e.g., Gainsight, Totango) a plus</li></ul><h2>Why You’ll Love Working Here</h2><ul><li>Impact: Own a mission-critical role that shapes our customers’ success and our company’s growth</li><li>Growth: Seize opportunity and accelerate your career by solving challenging problems in a high-growth startup environment</li><li>Flexibility: Work from anywhere in the U.S. with a stipend for your home office setup</li><li>Rewards: Competitive salary, equity, 401(k) match, and comprehensive benefits</li><li>Support: Paid parental leave, ongoing career development, and regular team gatherings to align on strategy and celebrate wins</li></ul>Encamp is committed to diversity, equity, and inclusion. We welcome candidates of all backgrounds to join us in building a greener future through customer-obsessed innovationIn the interest of full transparency, the salary for this role will be $145,000 - $170,000.

Director of Customer Success

About the Job

About the Company

Encamp

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