Job Description:
• Own GRR and NRR performance across Dynatron’s enterprise customer portfolio
• Develop and execute strategies that increase retention, product adoption, customer value, and expansion
• Establish account health, risk, adoption, and engagement indicators
• Build renewal and retention forecasting processes
• Partner with Sales and GTM leaders on expansion opportunities
• Define and improve Dynatron’s enterprise customer success model and lifecycle processes
• Lead strategic enterprise relationships, escalations, renewals, and expansion conversations
• Lead, coach, and develop the Enterprise Client Success team
• Define and monitor customer health, adoption, engagement, retention, expansion, and time-to-value KPIs
• Develop dashboards and reporting for portfolio performance and emerging risk
• Optimize Client Success technology, CRM workflows, account health models, and reporting
• Establish documentation, account planning, and forecasting practices
• Build partnerships across Sales, Product, Marketing, Finance, Operations, and customer-facing teams
• Communicate customer feedback and emerging needs to Product and business leadership
• Partner with GTM Enablement on tools, training, and best practices
Requirements:
• 8+ years of experience in Customer Success, Enterprise Account Management, Strategic Accounts, or related customer-facing work
• Experience in a high-growth B2B SaaS environment ideally
• Significant experience managing large, complex enterprise customers with meaningful ARR and multiple stakeholders
• Strong understanding of SaaS customer lifecycle management, adoption, retention, renewal, and expansion
• Demonstrated success improving GRR, NRR, customer health, and retention metrics
• 3+ years of experience directly leading and developing customer-facing teams
• Ability to establish high performance standards and hold teams accountable
• Strong coaching skills and experience developing strategic, commercially minded Client Success professionals
• Strong business acumen connecting Client Success to revenue retention and growth
• Experience developing account strategies tied to customer outcomes, retention, and expansion
• Comfort navigating sophisticated renewals, commercial conversations, and complex stakeholder environments
• Strong analytical mindset and experience using customer data for strategy and decision-making
• Experience developing account health frameworks, executive dashboards, retention forecasts, and customer success KPIs
• Hands-on experience with Salesforce, Gainsight, ChurnZero, or similar CRM and Customer Success platforms
• Strong process orientation and ability to build scalable systems
• Exceptional communication and presentation skills with C-level customer stakeholders
• Ability to navigate difficult customer conversations and complex escalations
• Strong cross-functional partnership and influence skills
• Experience within automotive retail, dealership operations, or Fixed Operations is nice to have
• Experience with business intelligence, advanced analytics, or product utilization platforms is nice to have
• Experience with AI-driven customer success tools, predictive health scoring, or customer intelligence platforms is nice to have
Benefits:
• Comprehensive health, dental, and vision insurance
• Equity participation through Dynatron’s Equity Incentive Plan
• 401(k) with competitive company match
• Flexible vacation policy
• 11 paid holidays
• Employer-paid short- and long-term disability and life insurance
• Home office setup support
• Remote-first working environment
• Ongoing professional development opportunities
• Variable Compensation: $40,000 - $50,000/yr