Director of Customer Success at RMG Enterprise Solutions, Inc. – Addison, Texas

WHO WE ARE

At Korbyt, we advocate for employees: the most valuable assets for any company. That’s what fuels our never-ending desire to help companies improve the way they communicate with the workforce. When a company can reach everyone, there is opportunity to capture attention and instill action through the delivery of relevant content, data and information. And an engaged, informed workplace achieves business success. We began as RMG Networks 40 years ago, with a heritage in broadcasting content. Today as Korbyt, our future is at the forefront of helping to transform the workplace experience.

At the heart of every company are great people. We are a diverse group of people, working as teams to support each other, our partners and customers. If you have passion and integrity, love what you do, and care about making a difference, then bring your talents to Korbyt and help us transform the workplace experience.

WHAT WE ARE LOOKING FOR

Our Customer Success team advises and guides our wide array of customers as they map any number of business needs to the Korbyt Anywhere platform. We ensure customers are educated, trained and ready to maximize their investment of our platform through impactful engagements, all focused on driving business and technical value. We work to understand a customer’s business, creatively provide solutions to challenges, and ultimately help their business innovate and transform using Korbyt Anywhere.

The Director of Customer Success is responsible for leading the end-to-end customer lifecycle strategy, ensuring customers realize measurable value from Korbyt’s platform while driving retention, expansion, and advocacy.

This role leads the Customer Success Manager (CSM) team and serves as the critical link between customers and internal stakeholders across Sales, Product, Support, and Marketing. The Director will define scalable processes, establish performance metrics, and build a high-performing, customer-centric organization aligned to company growth objectives.

WHAT YOU'LL DO

Customer Lifecycle & Experience

• Define and operationalize the end-to-end customer journey, including onboarding, adoption, value realization, renewal, and expansion
• Ensure customers derive maximum value from their investment, including full platform utilization and achievement of business outcomes
• Standardize success plans, business reviews, and engagement models across the CSM team
• Establish and evolve customer health scoring frameworks and lifecycle playbooks
• Oversee customer advisory boards, executive engagement strategies, and advocacy programs

Revenue Retention and Growth

• Own and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn targets
• Partner closely with internal teams to support renewals, upsell, and cross-sell opportunities
• Forecast retention and expansion performance with accuracy
• Identify trends in customer data (usage, adoption, health) to proactively mitigate risk and drive growth
• Ensure alignment between CSM activities and revenue outcomes

Team Leadership & Development

• Lead, mentor, and scale a team of Customer Success Managers and related roles
• Set clear performance expectations aligned to KPIs such as retention, adoption, and customer engagement
• Coach team members on account strategy, executive engagement, and value-based upselling
• Build a culture of accountability, collaboration, and continuous improvement
• Manage team capacity, segmentation, and coverage models

Strategy, Operations & Process

• Develop and execute the Customer Success strategy aligned with company goals
• Build and optimize scalable processes, tools, and playbooks to improve efficiency and consistency
• Create and operationalize programs such as customer risk management and lifecycle engagement models
• Monitor dashboards and reporting to ensure performance against targets
• Continuously evaluate and improve internal workflows and cross-functional processes.

Cross-Functional Collaboration

• Partner with Product leadership to deliver customer feedback, influence roadmap, and improve product adoption
• Align with Sales leadership on account handoffs, renewal strategies, and expansion planning
• Collaborate with Support leadership to ensure timely resolution of customer issues and improve customer experience
• Work with Marketing leadership on customer storytelling, references, and advocacy initiatives

Customer & Executive Engagement

• Build and maintain relationships with senior stakeholders across key accounts
• Act as an escalation point for complex customer issues, ensuring timely and effective resolution
• Lead executive business reviews and strategic account planning sessions
• Develop deep expertise in customer challenges and map Korbyt solutions to business outcomes

WHAT YOU HAVE

Required Qualifications

• Bachelor’s degree in a related field or equivalent experience
• 6+ years of experience in Customer Success, Account Management, or related roles
• 4+ years of experience leading and developing teams
• Experience in SaaS, digital signage, workplace experience, or space management solutions
• Proven ability to drive customer retention and growth in a SaaS or recurring revenue environment
• Strong analytical skills with the ability to translate data into actionable strategies
  

Preferred Qualifications

• MBA or advanced degree
• Experience scaling Customer Success teams and building processes from the ground up
• Familiarity with Customer Success platforms and CRM tools

Required Skills & Competencies

• Strategic thinker who translates vision into executable plans — comfortable operating at the board level and in the weeds of daily operations
• Proven people leader who develops high-performing teams through clear expectations, active coaching, and a culture of accountability
• Executive presence with the ability to communicate complex ideas clearly and credibly to C-suite stakeholders, customers, and internal teams alike
• Deep customer empathy paired with sharp commercial instincts — skilled at advocating for customer outcomes while protecting revenue and margin goals
• Strong analytical and problem-solving skills, with the ability to make sound decisions quickly in ambiguous or high-stakes situations
• Skilled at building alignment and driving action across Sales, Product, Support, and Marketing without direct authority
• Sufficient technical fluency to understand the Korbyt platform deeply, engage credibly with IT and operations stakeholders, and translate product capabilities into customer value
• Highly organized and resilient under pressure, with the ability to manage competing priorities, meet tight deadlines, and maintain composure across multiple customer engagements simultaneously
• A genuine customer advocate who actively surfaces customer insights internally to shape product direction, improve processes, and elevate the overall customer experience

Working Conditions

• Full time remote
• 20-30% travel may be required

Why Join Us?

• Be part of a growing team shaping the future of workplace experience.
• Work with innovative technology designed to optimize employee engagement, collaboration, and efficiency.
• Collaborate with dynamic teams across customer success, product, and sales.
• Opportunity to make a direct impact on customer outcomes and business growth.

BENEFITS INCLUDE

• Medical, Dental, Vision insurance, the first of month, following hire date
• 401k
• Paid Holidays and PTO
• Paid STD
• Paid LTD

and more....