Director, Customer Success

About the Company

Autura is building the infrastructure that powers the towing and recovery industry — from dispatch and fleet management to embedded payments and marketplace solutions.

Responsibilities

• Own and grow Autura's enterprise and strategic account portfolio, driving retention and expansion
• Lead a team of Strategic Customer Success Managers while managing a personal portfolio of strategic accounts
• Serve as the senior escalation point for high-stakes customer situations
• Develop and operationalize account planning frameworks and executive business review processes
• Partner with Sales to identify and convert expansion opportunities within existing accounts
• Work closely with Product, Implementation, and Support to translate customer needs into platform improvements
• Represent Autura at industry events and towing association conferences
• Own renewal strategy for strategic accounts, including multi-year contract planning and pricing
• Lead change management for strategic accounts through product updates and platform migrations

Requirements

• 10+ years in strategic account management, customer success, or enterprise sales in a SaaS environment
• 3+ years in a leadership role
• Demonstrated track record of retaining and growing a complex enterprise portfolio
• Experience building programs and processes from early-stage
• Strong executive presence for operating at the C-suite level
• Experience with strategic account planning tools and CRMs (Salesforce preferred)
• Ability to navigate multi-product or post-acquisition environments