Director - Customer Success
HG Insights is a leader in technology intelligence, providing data-driven insights that help businesses make strategic decisions about technology investments and market opportunities. We transform raw data into actionable intelligence that drives revenue growth and competitive advantage for our customers.
We’re seeking a systems-driven leader to scale our mid-market Customer Success function. This role is ideal for someone with a strong background in Revenue Operations or GTM consulting who knows how to operationalize the customer journey to drive adoption, retention, and expansion efficiently.You’ll lead a team of Customer Success Managers (CSMs) and collaborate cross-functionally with Sales, Product, Marketing, and Data teams to evolve our customer journey using insights, playbooks, and automation.
Key ResponsibilitiesTeam Leadership & Coaching
• Lead and grow a high-performing team of CSMs focused on mid-market accounts
• Provide 1:1 coaching, performance feedback, and growth planning
• Hire and onboard new team members to support scale
Customer Lifecycle Management
• Own end-to-end customer success: onboarding, adoption, retention, and expansion
• Build and operationalize scalable playbooks and engagement models
• Partner with Sales on expansion planning and renewal execution
Operational Excellence
• Implement success frameworks using automation and data intelligence
• Integrate CS strategy with RevOps to track health, forecast risk, and plan growth
• Drive consistent reporting on NRR, GRR, productivity, and engagement
Customer Advocacy
• Act as executive sponsor for high-value accounts
• Champion the voice of the customer across the company
• Build programs that drive references, case studies, and success stories
Required Qualifications
• 8+ years of experience in Customer Success, GTM strategy, or Revenue Operations
• 5+ years of people leadership experience with a proven ability to hire, manage, and scale high-performing teams
• Experience in Revenue Operations or GTM consulting is required
• Demonstrated success in driving customer retention and expansion in B2B SaaS
• Strong operational thinking — ability to design, implement, and iterate on systems and processes
• Familiarity with Customer Success and GTM tools (e.g., Gainsight, Vitally, Salesforce, ChurnZero, Marketo)
• Strong communication skills with executive presence and cross-functional influence
What Success Looks Like
• Team consistently meets or exceeds retention, health, and expansion KPIs
• Scalable processes and systems are in place to support CS team growth
• Customer advocacy increases via references, testimonials, and case studies
• Cross-functional alignment between CS, Sales, Product, and RevOps is strong
Why Join HG Insights
• Play a key role in shaping how we deliver customer value at scale
• Join a collaborative culture with executive visibility and impact
• Work at the forefront of data-driven GTM strategy and customer intelligence
• Competitive salary, equity, and benefits in a remote-first environment
