Director of Customer Success, Tabs

• 8+ years in Customer Success or Account Management roles
• 2+ years managing CS teams
• 4+ years in a fast growing, mission critical B2B SaaS environment
• Experience working with accounting, fintech, or revenue operations tools
• Strong knowledge of concepts like AR aging, cash applications, payment processing, and revenue recognition
• Proven success driving adoption and renewals with mid-market and SMB customers
• Excellent communication skills and executive presence
• Ability to design and implement scalable processes in a fast-paced startup environment
• Data-driven approach to measuring success and identifying areas for improvement
• Strong project management and organizational skills, with the ability to juggle multiple priorities
• Passion for fast-paced, startup environments and a sharp eye for detail and process improvements

Desirable

• As our Director of Customer Success, you will lead our Customer Success team to deliver an exceptional experience for our growing portfolio of clients, many of whom are finance, operations, and accounting leaders.
• You’ll set the strategy, coach your team, and establish scalable processes that drive adoption, retention, and expansion
• Manage, mentor, and grow a high-performing team of Customer Success Managers supporting customers
• Establish clear performance expectations and career development plans
• Drive a culture of accountability, customer focus, and proactive problem-solving
• Step in as a player coach when necessary
• Define and optimize the customer journey from onboarding through renewal
• Build playbooks for implementation, QBRs, health monitoring, and risk mitigation
• Partner cross-functionally with Solutions, Implementation and Support to ensure a cohesive customer experience
• Develop deep understanding of the product and customers’ engagement with the solution to collaborate with the Engineering and Product teams on product road map
• Implement and refine CS tools, metrics, and reporting to track KPIs such as NDR, churn, product adoption, and customer health scores
• Develop scalable processes to improve efficiency while maintaining a personal touch
• Guide customers through best practices on billing workflows, accounts receivable automation, reconciliation processes, and revenue reporting
• Understand and communicate the value of Tabs’ platform to CFOs, Controllers, and finance teams
• Gather and synthesize customer feedback to inform product roadmaps and operational improvements
• Serve as an advocate for customer needs inside the organization
• Develop and support a world class Customer Advisory program