or apply directly on Totalexpert's site. We never take the application ourselves.
Is this posting real?
- This role has been open
- 22 days Totalexpert's roles stay open a median of 23 days
- Reposted
- No
- Salary listed
- Yes 100% of Totalexpert's roles list one
- Ghost-job risk at Totalexpert
- low 0 stale, 1 reposted of 5 open
- Hiring momentum
- 7 roles opened in the last 90 days ↑ up vs. the prior 90 days
- Last confirmed on the employer's board
- 2026-09-17
Measured from postings appearing on and disappearing from Totalexpert's own lever board since 2026-08-04. Full hiring picture for Totalexpert.
About this role
The Director of Customer Success at Total Expert is responsible for leading a team of Customer Success Managers and executing the company's retention operating model. This role involves managing customer retention, renewal execution, and downsell mitigation while ensuring measurable value is delivered to customers. The position requires a hands-on approach to coaching the team, managing commercial outcomes, and driving the maturity of the Customer Success function.
- benefits
- 4/5
- freshness
- 4/5
- career value
- 4/5
- role clarity
- 5/5
- pay transparency
- 5/5
Scored from the posting itself — how clearly the role is described, how much it says about pay and benefits, and how recently it was listed. Not a judgement of Totalexpert as an employer.
What you need
- 8+ years in Customer Success, account management, or retention in B2B SaaS, including direct ownership of a retention or revenue number
- 4+ years leading a Customer Success or account management team, including teams carrying individual NRR, renewal, or retention quotas
- 3+ years in mortgage, banking, credit union, fintech, or adjacent financial services, at a lender or financial institution, or selling and delivering into one
- Proven track record of improving GRR and NRR and reducing controllable churn and downsell
- Experience operating a tiered or segmented coverage model
- Hands-on experience leveraging and maturing a Customer Success Platform (Planhat, Gainsight, or similar)
Nice to have
- Experience implementing Pendo or a similar product experience platform
- Experience building a digital or low-touch CS motion for a long-tail segment
- Practical experience deploying AI into a CS workflow, predictive scoring, prescribed plays, conversation intelligence, or automated account briefing
- Prior experience at a mortgage-focused or financial-institution-focused SaaS or fintech vendor
- Hands-on time inside a lending operation, loan officer, branch or production manager, or marketing leader at a lender
What you get
- The anticipated base salary range for this role is $180,000 - $200,000 annually
- Variable compensation based on achievement of quota targets
- Eligible to participate in the Employee Stock Option Plan
- Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts)
- Company paid Life Insurance, Short-Term Disability, Long-Term Disability
- Flexible Time-Off (FTO)
Worth weighing
- This is a quota-bearing role with specific retention and revenue targets
- The role requires a significant hands-on approach, balancing building processes and managing a team
- Remote candidates must reside outside of Minneapolis, MN, while local candidates must follow a hybrid schedule
- No information on company culture or team dynamics is provided
Summarised from Totalexpert's posting. Read the full original.
Listed by Totalexpert on their lever job board, last confirmed open on 2026-09-17. PitchMeAI is not the employer.
More roles at Totalexpert
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