Director of Customer Success

Director of Customer Success

Location: Remote (US-based)

Reports to: Chief Strategy Officer

Type: Full-time

About Lucra

Lucra is a B2B gamified loyalty and engagement platform powering real-money competition, rewards, and engagement experiences for leading brands in golf, hospitality, and entertainment.

Following our Series B raise, Lucra is entering its next phase of growth focused on revenue realization, scalable operations, and data-driven product differentiation.

Customer Success at Lucra is not a support function — it is a core revenue engine and activation layer for our partners.

The Role

This role ensures partners realize measurable business value from Lucra’s platform by driving adoption, retention, expansion, and operational excellence.

Lucra is seeking a Director of Customer Success to own and scale our post-launch partner lifecycle.

In addition to owning revenue retention, this role will serve as the deployment engine for Lucra’s partner marketing frameworks: operationalizing campaigns, activation strategies, and engagement playbooks developed by the Marketing team.

If Implementations deploy the product, Customer Success deploys growth.

This is a player-coach leadership role responsible for both strategic accounts and building scalable systems that make Customer Success a predictable revenue lever.

What You’ll Own

Revenue Retention & Expansion

• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)

• Drive renewals through demonstrated business value and measurable performance

• Identify and develop upsell and expansion pathways in partnership with Sales

• Build structured account growth plans tied to adoption and engagement performance

• Ensure contract success criteria are clearly defined, measured, and communicated

Adoption, Engagement & Performance

• Drive product adoption, activation, and sustained engagement

• Translate platform usage data into actionable partner recommendations

• Establish structured Business Reviews tied to measurable KPIs

• Increase tournament frequency, user penetration, and engagement depth within accounts

• Create standardized intervention frameworks for underperforming accounts

Marketing Framework Deployment

• Operationalize Marketing-developed playbooks across customer segments

• Ensure partners successfully execute:

  • Campaign activation frameworks

  • Launch playbooks

  • Engagement and retention campaigns

  • Cross-sell and upsell promotions

• Act as the execution bridge between Marketing strategy and partner operations

• Provide structured feedback to Marketing on campaign effectiveness and field learnings

• Standardize deployment processes to ensure repeatability across accounts

Customer Success owns execution with the partner, while Marketing owns strategy and content creation.

Customer Health & Predictive Signals

• Define and implement customer health scoring frameworks

• Partner with Data to track adoption, revenue realization, and engagement metrics

• Identify churn risk early and operationalize intervention workflows

• Use data to prioritize account focus and team allocation

Operational Excellence & Scale

• Build scalable Customer Success processes by segment (strategic vs standard operators)

• Standardize communication cadence, renewal motion, and account documentation

• Improve Implementations-to-CS handoff processes

• Develop repeatable playbooks for:

  • Adoption acceleration

  • Campaign deployment

  • Renewal readiness

  • Risk mitigation

• Ensure CRM and forecasting hygiene supports predictable revenue modeling

Executive Partnership & Strategic Accounts

• Serve as executive sponsor for key accounts

• Elevate Lucra from tactical vendor to strategic partner

• Surface customer insights that inform Product and Strategy decisions

• Contribute customer success narratives to board and investor reporting

Team Leadership & Development

• Hire, mentor, and develop Customer Success Managers

• Build a team that is both relationship-driven and operationally rigorous

• Establish performance metrics tied directly to retention, expansion, and playbook deployment success

• Foster a culture of accountability and proactive ownership

What You Bring

Required Experience

• 7+ years in Customer Success, Account Management, or post-sales leadership

• 3+ years managing Customer Success or Account teams

• Direct ownership or accountability for retention and expansion revenue

• Experience operationalizing marketing or go-to-market frameworks within customer accounts

• Strong understanding of SaaS retention metrics (NRR, GRR, churn, expansion)

• Comfort presenting performance data to executive stakeholders

• Highly data-driven decision-making

Preferred Experience

• Experience in usage-based or marketplace-driven business models

• Exposure to client-facing analytics and ROI storytelling

• Experience deploying campaign-based engagement strategies at scale

• Background in hospitality, entertainment, gaming, or loyalty ecosystems

• Experience building CS functions in Series A–C environments