Director of Customer Success

📋 Description

• • Lucra Sports is seeking a dynamic and results-oriented Director of Customer Success to lead and scale our post-launch partner lifecycle, transforming Customer Success into a core revenue engine and activation layer for our valued partners.
• • This pivotal role is responsible for ensuring our clients achieve tangible business value from the Lucra platform, focusing on driving adoption, fostering retention, identifying expansion opportunities, and maintaining operational excellence.
• • As a player-coach leader, you will manage strategic accounts directly while simultaneously building robust, scalable systems that establish Customer Success as a predictable and significant revenue lever for the company.
• • A key aspect of this position involves serving as the deployment engine for Lucra’s partner marketing frameworks, translating strategies and playbooks developed by the Marketing team into successful partner activations and engagement campaigns.
• • You will be instrumental in operationalizing campaign frameworks, launch strategies, and engagement playbooks, acting as the critical execution bridge between marketing initiatives and partner operations.
• • Your primary objective will be to drive Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), ensuring contract success criteria are clearly defined, meticulously measured, and effectively communicated to all stakeholders.
• • You will proactively drive renewals by demonstrating consistent and measurable business value and performance improvements for our partners.
• • A significant part of your role will be to identify and cultivate upsell and expansion pathways, collaborating closely with the Sales team to maximize revenue opportunities.
• • You will develop structured account growth plans, meticulously tying them to adoption rates and engagement performance metrics.
• • Beyond revenue, you will champion product adoption, activation, and sustained engagement across the partner base, translating complex platform usage data into clear, actionable recommendations for our clients.
• • Establishing structured Business Reviews, anchored by measurable Key Performance Indicators (KPIs), will be crucial for showcasing partner success and identifying areas for improvement.
• • You will be tasked with increasing key engagement metrics such as tournament frequency, user penetration, and depth of engagement within partner accounts.
• • To proactively manage client health, you will create standardized intervention frameworks designed to address and rectify underperforming accounts.
• • A core responsibility is the operationalization of marketing-developed playbooks across diverse customer segments, ensuring partners successfully execute campaign activation frameworks, launch playbooks, and ongoing engagement and retention campaigns.
• • You will provide essential, structured feedback to the Marketing team regarding campaign effectiveness and real-world learnings from the field, helping to refine future strategies.
• • Standardizing deployment processes will be key to ensuring repeatability and scalability of success across all accounts.
• • You will define and implement comprehensive customer health scoring frameworks, enabling early detection of potential risks.
• • Partnering closely with the Data team, you will track critical adoption, revenue realization, and engagement metrics to inform strategic decisions.
• • Identifying churn risks at the earliest possible stage and operationalizing effective intervention workflows will be paramount to maintaining client relationships.
• • Leveraging data insights will guide your prioritization of account focus and team resource allocation for maximum impact.
• • Building scalable Customer Success processes, tailored to different partner segments (strategic vs. standard operators), is a foundational element of this role.
• • You will standardize communication cadences, refine the renewal motion, and ensure meticulous account documentation.
• • Improving the handoff processes between the Implementations and Customer Success teams will be critical for a seamless partner experience.
• • Developing repeatable playbooks for adoption acceleration, campaign deployment, renewal readiness, and risk mitigation will drive efficiency and consistency.
• • Ensuring CRM and forecasting hygiene supports predictable revenue modeling is essential for business planning.
• • You will serve as an executive sponsor for key strategic accounts, elevating Lucra from a tactical vendor to an indispensable strategic partner.
• • Surfacing valuable customer insights will directly inform Product and Strategy decisions, contributing to the continuous improvement of our offerings.
• • You will contribute compelling customer success narratives to board and investor reporting, showcasing the value delivered.
• • Finally, you will lead, mentor, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, proactive ownership, and operational rigor, with performance metrics directly tied to retention, expansion, and successful playbook deployment.