Director, Customer Success and Renewals

Are you looking for an opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining a team where you can contribute to building the fun, people-centric, culture and brand? Then you're in the right place!

Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, Litmos solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies trust Litmos to create, curate, and connect learning to employees, customers, and partners. The solutions are used by more than 30 million people in 150 countries, across 35 languages. Find more information at www.litmos.com.

The Director, Customer Success and Renewals will lead strategy, execution, and optimization of our renewals and digital engagement programs. This role requires a highly strategic, process-driven, data-oriented leader with a proven track record of scaling customer lifecycle operations efficiently while maximizing retention and customer value.

Key Responsibilities

Renewals Management:

• Own and optimize the end-to-end renewals process for both high volume SMB and mid-market accounts, and strategic enterprise accounts.
• Drive forecasting accuracy, renewal execution, and customer retention metrics.
• Develop and implement automated workflows and playbooks to streamline renewals.
• Partner with Sales, Finance, Partner and CX teams to ensure alignment on renewal terms and execution.
• Build and refine repeatable, data-backed processes to support growth and efficiency.
  
  

Digital Customer Success Strategy:

• Design and scale digital-first engagement programs across onboarding, adoption, and value realization for a high volume of accounts.
• Build and execute strategies to deliver personalized yet scalable digital experiences.
• Track and analyze engagement data to drive continuous improvement.
• Collaborate with Product and Marketing to align customer content and messaging.
• Identify at-risk customers early and implement proactive retention strategies.
• Establish clear KPIs and dashboards to monitor success and operational health.
  
  

Team Leadership:

• Manage and mentor a growing team of renewal specialists and digital CSA/CSMs.
• Set performance expectations and provide coaching to achieve individual and team goals.
• Foster a customer-obsessed, collaborative, and results-driven team culture.
• Align team structure and roles to support evolving customer needs and business scale.
• Drive accountability through metrics, feedback, and professional development.
  
  

Experience and Qualifications:

• Deep expertise in SaaS customer success, renewals, or revenue operations
• Demonstrated success building and scaling high-volume/low-touch, tech-enabled customer success programs.
• Experience with CS platforms, CR, and AI/automation tools to leverage retention improvement and churn analytics
• Data-driven mindset with excellent analytical, communication, and project management skills.
• Experience managing multi-national teams across multiple time zones
• 10–15+ years of total professional experience
• 5–8+ years in leading customer success, account management, or client-facing roles
• 3–5+ years of experience in people management or leading customer-facing teams
  
  

Salary:- $160,000 - $180,000 base plus 20% bonus

Benefits:- Litmos offers a comprehensive benefits package that includes, but is not limited to:

• Health, dental, and vision insurance
• Paid Time Off
• Retirement savings plan (401k) with company match
• Life insurance
• Short term & Long-term Disability
• Paid family leave
• Employee assistance programs (EAP)
  
  

As a learning company we believe in the potential of everyone; if you don't have experience in all the details mentioned in this job post, then we still encourage you to apply and we'll get back to you as soon as we can.

We are an equal opportunity workplace employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

Applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.