Customer Success Director, Strategic Accounts

Role Overview

Wagmo is a pet health company that empowers responsible pet parenting through top-tier pet benefits. The Customer Success Director, Strategic Accounts will own a defined book of strategic clients and be the strategic partner for HR, Benefits, and Total Rewards leaders.

What You Will Do

The role involves managing post-sale relationships, building strategic account plans, tracking employee engagement, and driving year-over-year account growth. The director will also represent the client’s interests to Product, Marketing, and Finance, and turn recurring account feedback into roadmap and process improvements.

Why It Might Be a Fit

The ideal candidate will have 8+ years of B2B/SaaS customer success experience, including 3+ years owning a named strategic book with a retention and expansion number. They will be able to drive adoption and enrollment on products where the customer controls the rollout, and have experience working with Fortune 500 or large-enterprise HR, Benefits, and Total Rewards leaders.

Requirements

• 8+ years of B2B/SaaS customer success, account management, or client services experience
• 3+ years owning a named strategic book with a retention and expansion number
• Proven track record of meeting and exceeding NRR targets on a book of strategic accounts
• Demonstrated success driving adoption and enrollment on products where the customer controls the rollout
• Experience working with Fortune 500 or large-enterprise HR, Benefits, and Total Rewards leaders
• Strong executive presence and analytical depth
• Proven ability to spot churn and contraction risk 6–12 months out and turn an at-risk account around
• Experience with CRM and customer success tooling (e.g., Salesforce, Gainsight, or similar)
• Track record of recognition for retention, expansion, or account growth

Benefits

• Comprehensive health, vision, and dental coverage
• HSA/FSA
• 401(k) retirement planning with employer matching
• Unlimited paid time off
• Annual company holidays
• Additional company-wide recharge days off
• 12 weeks parental leave for eligible employees
• Company paid Wagmo pet wellness and insurance plans

Tagged as: Gainsight, Salesforce