• You own the engine that drives retention, expansion, and long-term customer value. • As Director of Client Success & Renewals, you lead a high-impact function across mid-market and enterprise accounts—building a system that turns customers into advocates and renewals into predictable revenue. • Build and lead a high-performing Client Success & Renewals function across mid-market segments. • Own net revenue retention (NRR), gross retention, and renewal forecasting accuracy. • Lead, coach, and scale a manager and their team of CSMs and Renewal Specialists. • Design the renewal motion—proactive, data-driven, and expansion-oriented. • Implement AI-driven workflows for health scoring, churn prediction, and renewal risk detection. • Drive executive-level customer engagement for high-value and at-risk accounts. • Partner with Sales, Product, and Support to close feedback loops and improve customer outcomes. • Standardize playbooks for onboarding, adoption, renewal, and expansion. • Use data to identify growth opportunities and optimize account strategies. • Build dashboards and reporting that create visibility into retention performance and risks. • Elevate customer conversations from reactive support to strategic partnership. • Drive operational rigor—clean data, disciplined forecasting, and consistent execution. • Stay ahead of the curve on AI tooling, agentic workflows, and CS technology bringing emerging capability into the team before it becomes standard practice. • Develop and iterate enterprise-grade engagement models that account for complex stakeholder environments, multi-site deployments, and long contract cycles.

• Design and execute a customer relationship strategy focused on driving high retention • Lead a high-performing team of Customer Success Managers • Translate customer insights into scalable methodologies • Drive key performance indicators including gross and net revenue retention • Implement scalable processes, dashboards, and reporting cadences • Partner with Sales, Product, and Support to influence process improvements • Provide hands-on leadership in complex account scenarios • Develop repeatable, consultative methodologies for CSMs

Individual applicants residing in the US only About the role We’re looking for an experienced Customer Success Representative to manage customer communications and ensure smooth coordination between customers and our bookkeeping and tax operations teams. This role focuses on understanding workflow statuses, gathering required information, and keeping customers informed—not providing financial advice. What you'll do - Handle customer inquiries via phone, email, Zoom, and support tickets - Communicate bookkeeping and tax status updates clearly and accurately - Identify and request required documents or information from customers - Maintain accurate records and workflows in HubSpot and internal systems - Support customers within our proprietary SaaS platform - Collaborate closely with internal operations teams to resolve issues efficiently Qualifications - 3+ years of SaaS customer support or customer success experience - Working knowledge of bookkeeping and small business financial workflows - Expert-level proficiency with HubSpot, Zoom, and Google Workspace - Ability to quickly learn proprietary software - Excellent written and verbal communication skills - Highly organized with strong attention to detail Why Join Us - Competitive pay + health, dental, vision, 401(k), and life insurance - Remote-first and flexible work culture - Clear path for career growth in a fast-growing firm - Modern tech stack and automation-first mindset - Supportive, collaborative team with strong systems and documentation

• Manage and forecast your book of business (ongoing usage revenue, renewals, partnering with the Sales AE on up/cross sales) • Work side-by-side with our Account Executive, Solutions Engineering and Product teams to retain a strong service offering and deliver the best Entrust experience possible to our customers • Solve client challenges by working in partnership with clients and presenting solutions • Be the voice of the customer internally, including feeding customer priorities into the Product team (issues and enhancements) • Focus on personal and team development to improve team performance to enable us to scale more effectively (best practice sharing)