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Director of Customer Success



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Customer Service, Sales & Business Development
Remote · New York, NY, USA
Posted on Wednesday, January 3, 2024
About Us:
At nTop, we are passionate about building next-generation engineering solutions. We enable the most innovative engineering companies in the world to transform how they develop, test, and manufacture better products faster. Our software has been used to engineer mission-critical satellites, deliver stronger and lighter medical devices for patients in need, and allow engineers to create complex, high-performance products never before possible. And our technology enables companies to fully utilize advanced manufacturing methods like 3D Printing.
If a fast-paced, collaborative and high-performing environment excites you, we'd love for you to join us. We are looking to add smart ambitious teammates who are passionate about problem-solving and passionate about technology.


We are looking for a Director of Customer Success to join nTop & partner with the SVP of Customer Success build, mentor, and lead a team that is responsible for supporting mission critical initiatives for our customers; and who is motivated by the opportunity to help drive key metrics for our business.

You will report directly to the SVP of Customer Success and will oversee the Customer Success Management function, including the people and programs that support customer adoption, value, retention and growth. You will be accountable for supporting nTop’s net revenue retention goal through weekly, monthly and quarterly initiatives that target achieving department-level goals related to retention/churn and adoption. As a highly visible leader within GTM, you will play an integral role in bringing the VOC to all parts of the organization and will partner closely with directors across Solutions Engineering, Sales, Marketing, BizOps & Product.

What You’ll Do:

  • Partner with the SVP of Customer Success to carry out the vision and strategic plan for the Customer Success organization
  • Act as key advisor to the GTM team & broader business sharing recommendations and learnings as to how we can continuously improve the experience we deliver to our customers through quarterly and annual planning initiatives
  • Demonstrate ownership over revenue target (gross churn, net revenue retention) and engagement metrics, and use those to drive continuous improvement of our programs and processes through short, mid and long term goals
  • Own execution of the retention playbook, including driving measurement & accountability across the CSM, and partnership with CS & Sales leadership on escalations as needed
  • Own weekly renewals forecasting activity with the CSM team and productively communicate forecast status, changes and escalations upwards
  • Operate cross-functionally and partner with GTM and R&D stakeholders to help ensure that we maintain a strong feedback loop for customer insights & learnings
  • Partner closely with the Director of Solutions Engineering to ensure there is cohesion and consistency across the Customer Success Management and Solutions Engineering teams
  • Partner with Sales leadership to ensure that the Sales & CS teams are optimized for delivering on desired customer health and revenue outcomes
  • Work across CS management to define and optimize customer lifecycle by introducing new programs, and/or optimizing existing ones
  • Partner with the People Team to ensure that team health remains strong
  • Use established competencies frameworks to provide meaningful feedback to your direct reports - both informally as part of 1:1s and formally as part of performance reviews
  • Own performance review cycles for all direct reports, including the formal development of performance reviews
  • Serve as a coach to your team by unblocking day to day challenges, as well as provide guidance around mid to longer term career path objectives
  • Build and maintain systems that enable, motivate and drive accountability around team targets
  • Address escalated client issues with thoughtfulness and urgency, aligning resources across the company as appropriate
  • Create high levels of customer advocacy and engagement by building meaningful customer relationships with Champions and Decision Makers

Who You Are:

  • 5+ years of people management experience, including experience leading CS teams who have executed high touch and tech touch models
  • 5+ years of experience within a B2B SaaS environment, having successfully navigated early-stage companies
  • You’ve owned renewals process, including playbook development and ongoing forecasting of retention/churn
  • Proven track record of collaborating with Sales leadership to drive cohesive account plans & growth
  • Deep understanding and experience with developing customer lifecycle programs
  • Passionate about building culture of accountability, growth and continuous improvement
  • Possess a strong leadership presence, with communication and interpersonal skills that inspire and motivate your peers and direct reports
  • Demonstrate operational excellence when it comes to problem solving, analytical thinking, process development, delegation and planning
  • Possess a high degree of mental fortitude - you are comfortable addressing change and ambiguity
  • Motivated by working in a fast-paced, collaborative environment with peers who challenge you to grow
  • A systems-thinker; someone who intuitively understands interdependencies, asks follow-up questions, and drives to solutions that balance the success of initiatives across customer, company and people.

Compensation: $165,000-195,000 base plus 15% variable

At this time, nTop can only hire US employees who reside in the following states:
California, Connecticut, Colorado, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, Minnesota, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington
nTop is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. nTop is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. To protect our team, our customers, and our loved ones, all nTop employees must be vaccinated against COVID-19.
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This job is no longer accepting applications

See open jobs at nTopology.