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Job Overview
Location
US Remote
Job Type
Full-time
Category
Customer Success
Date Posted
March 22, 2026
Full Job Description
đź“‹ Description
- • As Director of Customer Success at XTIUM, you will lead a strategic team responsible for ensuring customers achieve meaningful business outcomes through digital transformation solutions, directly impacting revenue retention, expansion, and customer advocacy across a portfolio of managed services clients.
- • You will own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), drive customer satisfaction (NPS), and serve as the executive escalation point for high-risk accounts while aligning customer success with commercial goals across Sales, Solutioning, Operations, Security, and Finance.
- • Day to day, you will lead, coach, and develop a team of 5–6 Customer Success Managers, establishing consistent operating standards for engagement, renewals, expansion, and risk management while ensuring accountability for performance and professional development.
- • You will oversee renewal strategy and execution, proactively managing SOW delivery and risk mitigation, while identifying and driving upsell and cross-sell opportunities across XTIUM’s managed services portfolio including DaaS, Citrix, cloud, and security offerings.
- • You will own customer satisfaction and NPS outcomes, analyzing feedback and operational trends to drive corrective actions and continuous service improvements, ensuring a consistent, high-quality experience throughout the customer lifecycle.
- • You will guide CSMs in building trusted executive-level relationships with customer leaders (CIO, CTO, VP, Director), oversee Quarterly Business Reviews (QBRs), and ensure governance around major incidents, root cause analysis, and post-incident communications.
- • You will partner with Operations and Service Delivery to ensure SLAs and scope are met, collaborate with Finance on billing accuracy and revenue recognition, and provide input into service packaging, pricing models, and go-to-market initiatives.
- • You will champion a customer-centric culture, leveraging your technical familiarity with managed network services, security, hosted cloud, DaaS, Citrix, and enterprise IT to bridge customer needs with internal solution delivery.
- • You will drive change management initiatives to adopt Customer Success best practices, fostering a culture of ownership, learning, and accountability that aligns with XTIUM’s mission of excellence and continuous improvement.
- • In this role, you will have the opportunity to shape the future of customer success at a growing technology leader, directly influencing customer loyalty, advocacy, and long-term value while developing your leadership impact in a dynamic, fast-paced, remote-first environment.
🎯 Requirements
- • 8+ years of experience in Customer Success, Account Management, or client-facing leadership roles within a technology, managed services, or SaaS environment
- • 3+ years of people leadership experience managing and developing customer-facing teams
- • Proven track record of driving revenue retention, expansion, and customer satisfaction across a portfolio of accounts
- • Strong financial acumen, including experience with Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), churn, forecasting, and outcome management
- • Exceptional executive-level relationship management skills, with the ability to build trust, influence outcomes, and coach teams to do the same
- • Demonstrated ability to collaborate cross-functionally with Sales, Operations, Finance, Security, and Solutioning teams to achieve shared business goals
🏖️ Benefits
- • Competitive base salary range of $150,000 - $175,000 plus additional variable compensation
- • Comprehensive benefits package including Medical, Dental, FSA, 401(k), and Flexible Paid Time Off
- • Equal opportunity employer committed to diversity, inclusion, and professional growth
- • Remote work flexibility enabling work-life balance while contributing to a global team
- • Opportunity to lead and develop a high-performing Customer Success team in a culture of excellence and continuous improvement
- • Exposure to executive-level engagement and strategic influence across Sales, Finance, Operations, and Security functions
Skills & Technologies
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About XTIUM
XTIUM is a strategic IT partner specializing in comprehensive, AI-powered managed IT solutions designed for mid-size and enterprise customers across industries like healthcare, finance, and legal. They offer a full suite of services, including Desktop as a Service (DaaS), managed security, managed networks, and unified communications, empowering organizations to navigate IT complexity and cyber threats. XTIUM's solutions are built to support modern remote and hybrid work environments, ensuring secure, scalable access to applications and data from any device. Notably, XTIUM has been recognized as a Visionary in the 2025 Gartner® Magic Quadrant™ for DaaS and a 3x Leader in Gartner’s Magic Quadrant™ for Managed Network Services, underscoring their commitment to reliable, high-performance IT.
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