Director of Customer Success

divh2Director Of Customer Success/h2pBluehost is a leading web hosting company dedicated to helping web professionals, small businesses and entrepreneurs build a website and grow their business. We are passionate about delivering reliable technology, exceptional service, and marketing solutions that empower users to create and grow their digital footprints./ppThe Director of Customer Success plays a critical leadership role in shaping how we support, grow, and retain our customers across the full lifecyclefrom trial to conversion, activation, retention, and advocacy. This leader will be responsible for architecting and executing cross-functional customer success strategies that improve outcomes for both our users and the business. They will oversee a high-performing team, collaborate with product, customer support, and marketing, to drive innovation in how we engage small businesses at scale./ph3Strategy Execution:/h3ulliDesign and lead comprehensive customer success programs that increase product adoption, customer retention, and lifetime value./liliTranslate insights from behavioral data, customer feedback, and journey mapping into targeted initiatives that improve onboarding, success, and upsell performance./liliPartner with Product to shape the roadmap based on customer needs, recurring friction points, and usage analytics./liliCollaborate with Sales and Marketing to ensure smooth handoffs, align on upsell/cross-sell plays, and maximize retention through the renewal cycle./liliServe as the voice of the customer across the companyensuring their needs are represented in strategic planning and operational decisions./liliExplore and implement AI-powered solutions that drive scalable customer success outcomesincluding, proactive outreach, self-service enablement, and customer health scoring./li/ulh3Performance Measurement:/h3ulliEstablish and track success KPIs, such as activation milestones, renewal rate, and customer success./liliDrive operational excellence by building scalable processes, playbooks, and systems that enhance the customer experience while improving internal efficiency./liliDeliver monthly business reviews and reporting to executive leadership with clear attribution to revenue, churn prevention, and customer outcomes./li/ulh3Who You Are What Youll Need To Succeed:/h3ulli10+ years of experience in Customer Success, Retention, or Customer Experience roles, with at least 5+ years leading multi-functional teams in a digital-first environment./liliProven success operating in B2C, B2SB (small business), with a heavy emphasis on product adoption and customer lifetime value./liliFamiliarity with customer lifecycle management across subscription-based SaaS or hosting products./liliData-driven mindset: comfortable using insights to prioritize work and demonstrate ROI on CS investments./liliAdept at building and scaling feedback loops between customer-facing teams and Product/Engineering orgs./liliPrior exposure to AI or automation in customer support/success environments is a plus./liliClear communicator, inspirational leader, and strong collaborator across functions./li/ulh3Why Youll Love Us:/h3ulliWeve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid or work-from-the-office environment./liliWork-life balance. Our work is thrilling and meaningful, but we know balance is key to living well./liliWe celebrate one anothers differences. Were proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20+ affinity groups where you can network and connect with Newfolders globally./liliWe care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/ADD/STD/LTD, Tuition Reimbursement, Pet Insurance, Generous vacation policy, and much more!/liliWhere can we take you? Were fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!/li/ulpThe target compensation range for this position is $120,000 to $170,000 annually. Individual salaries are determined by various factors including, but not limited to: candidates qualifications, such as skills, education, and experience, as well as internal equity and market conditions./p/div