
Director of Customer Success
Encamp
Full time
Customer Support
United States
Hiring from: United States
About Encamp
Encamp is on a mission to create a world where good for business is good for the environment. We build a first-of-its-kind environmental compliance platform that makes compliance a strategic advantage. We enable businesses to protect their operations, drive successful compliance outcomes, and access regulatory expertise. Our platform is trusted by over 200 enterprise organizations safeguarding 40,000+ facilities.
What You'll Do
In the interest of full transparency, the salary for this role will be $145,000 - $170,000.
Encamp is on a mission to create a world where good for business is good for the environment. We build a first-of-its-kind environmental compliance platform that makes compliance a strategic advantage. We enable businesses to protect their operations, drive successful compliance outcomes, and access regulatory expertise. Our platform is trusted by over 200 enterprise organizations safeguarding 40,000+ facilities.
What You'll Do
- Lead and manage a team of enterprise Customer Success Managers at scale, fostering a culture of ownership, collaboration, and continuous learning
- 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
- Design and refine scalable processes and playbooks that streamline onboarding, training, quarterly reviews, escalations, and renewals
- Act as the customer advocate, voice their needs internally, connect them with the right experts and resources, and ensure ongoing continuity across the business
- Develop and deliver training programs, self-service resources, and best-practice guides that empower customers to succeed
- Use data (SLAs, response times, and other customer health metrics) to drive decision making, celebrate team successes, and tackle difficult conversations head-on
- Serve as the escalation point of contact, owning outcomes proactively and preventatively through hands-on support and coaching to Customer Success Managers
- 5+ years in enterprise SaaS customer success or support leadership, including 2+ years building and scaling teams in an early-stage environment
- 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
- Strong analytical and problem-solving skills; comfortable turning metrics into action plans
- Excellent communication and relationship-building skills, with the ability to influence at all levels
- Experience with Front (or similar), Asana (or similar), and Salesforce; familiarity with customer success platforms (e.g., Gainsight, Totango) a plus
- Impact: Own a mission-critical role that shapes our customers’ success and our company’s growth
- Growth: Seize opportunity and accelerate your career by solving challenging problems in a high-growth startup environment
- Flexibility: Work from anywhere in the U.S. with a stipend for your home office setup
- Rewards: Competitive salary, equity, 401(k) match, and comprehensive benefits
- Support: Paid parental leave, ongoing career development, and regular team gatherings to align on strategy and celebrate wins
In the interest of full transparency, the salary for this role will be $145,000 - $170,000.
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