Senior Director, Customer Success [Renewals]

About this role

Catchafire brings together government, philanthropy, business, and volunteers with the goal of bridging paths to stronger communities. We have been shifting skills and resources to communities across the country for over a decade. Every day, we help communities grow stronger by listening to what they need and making sure they get those resources. We are the leading online platform for nonprofits to connect with everyday professionals -our team has helped nonprofits create over 200 million dollars in value, with over 1 million volunteer hours donated.

Our purpose is simple: Bridging paths to stronger communities. Learn more at catchafire.org https://www.catchafire.org

Unfortunately, we are unable to provide sponsorship for employment at this time.

ESSENCE OF THE ROLE

Catchafire’s Customer Success team is our enterprise renewal sales team and the key revenue driver of the company, realizing Catchafire’s mission by expanding and accelerating the adoption of Catchafire by retaining and growing enterprise customers. This team is responsible for renewing new business partnerships with philanthropic institutions and corporations.

Your role is to oversee a team of 4 Customer Success Managers who are responsible for accelerating our revenue, increasing Net Dollar Retention (NDR) and Annual Recurring Revenue (ARR) growth.

RESPONSIBILITIES

Revenue Ownership & Strategic Leadership

- Own the team's renewal ARR targets and NDR goals and be accountable for outcomes, not just activity.

- Define, track, and improve goals across the portfolio: NDR, expansion ARR, and renewal rate.

- Present compelling renewal performance data, customer insights, and strategic recommendations to the ELT and Board with clarity and confidence.

- Establish clear individual quotas for CSMs and run rigorous pipeline reviews, coaching to close gaps and reinforce high-performance behaviors.

- Identify at-risk accounts early; lead and support intervention strategies before risk becomes churn.

- Identify and activate expansion pathways beyond renewals, including partner referrals, case studies, peer convenings, and thought leadership visibility.

- Build a disciplined account planning process that drives long-term strategy for each client relationship, not just quarter-to-quarter renewal management.

- Serve as a key strategic partner to the leadership team, contributing to organizational planning, innovation, and partner impact strategy.

- Champion the adoption of AI and advanced analytics to gain deeper client insights, predict needs, and personalize interactions at scale.

- Represent Catchafire at industry conferences, webinars, and events to strengthen customer relationships, expand our partner network, and help identify opportunities for growth and collaboration.

People Leadership

- Manage, coach, and develop a team of Customer Success Managers against both individual quotas and shared team goals.

- Design and manage team incentive structures that drive behavior while supporting mission alignment and long-term partner outcomes.

- Run regular 1:1s, pipeline reviews, Quarterly Business Reviews (QBRs), and performance conversations with rigor and care, holding the team accountable while investing in their growth.

- Drive greater performance and increased accountability across the team with clear goals and coaching that supports both outcomes and professional growth.

Cross-functional Leadership

- Lead cross-functional alignment across Sales, Marketing, Product, and executive stakeholders to improve retention, expansion, and the end-to-end customer experience.

- Partner with Sales on handoffs and new business influence, ensuring continuity across the partner lifecycle.

- Translate recurring team and portfolio challenges into cross-functional solutions; lead with a systems mindset, not an account-by-account one.

- Serve as a strong voice of the customer and proactively escalate systemic issues that impact team performance or partner outcomes.

- Partner with the Product team to shape how the platform evolves in ways that directly support partners; bring the partner perspective into roadmap planning with enough specificity to influence decisions.

- Coordinate with Operations on tooling, data infrastructure, and workflow improvements that scale team effectiveness.

WHAT YOU'LL NEED TO SUCCEED IN THIS ROLE

- 8 -10+ years of experience managing and leading Customer Success, Account Management, Sales, or other revenue-facing functions.

- Experience managing teams with retention, expansion, or variable compensation goals.

- Proven quota-carrying experience; you have owned a renewal or expansion ARR number, not just supported one.

- Demonstrated track record of owning NRR and driving expansion within complex, multi-stakeholder enterprise accounts.

- Strong cross-functional leadership skills with the ability to influence senior stakeholders and drive alignment across teams.

- Demonstrated operational strength, including building processes, improving workflows, and driving forecast rigor.

- Strong business judgment and comfort making decisions in ambiguous, evolving environments.

- Strong analytical instincts; you use data to identify risk, prioritize effort, and communicate customer health clearly to internal stakeholders.

COMPETENCIES

- Mission aligned: Influences strategic decisions and initiatives to align with Catchafire's mission. Actively seeks opportunities to advocate for and advance the mission within teams and projects.

- Business acumen: Leads strategic initiatives within their function and cross-functionally. Demonstrates a deeper understanding of market trends and our competitive landscape (is able to anticipate and to respond to changes in the market to align with business and mission goals). Influences decision-making and annual strategic planning.

- Customer-driven: Drives a customer-driven culture within Catchafire. Anticipates future customer…