Director of Customer Success, Sales

DEPT: CUSTOMER SUCCESS DIRECTLY REPORT TO: SARAH FABER, CHIEF OPERATING OFFICER STATUS: INDEPENDENT CONTRACTOR LOCATION + TIME ZONE: FULLY REMOTE; CST/EST TIME ZONE COMPENSATION: 100% INCENTIVE-BASED - TRIPLE TIERED (outlined below) ROLE OVERVIEW: Imperium Acquisition's Customer Success division is three months old and at an inflection point. We have CSMs on the ground, contracts in place, and clients who need to be retained, expanded, and converted into advocates. What we don't yet have is the leadership infrastructure to make that happen at scale. The Director of Customer Success Sales exists to change that. This is a builder role. You are not inheriting a mature division; you are standing one up. Within 90 days, you are expected to architect the systems, lead the people, own the numbers, and establish the operational backbone of a CS organization that can scale. If you execute, this becomes a long-term engagement with a standard service agreement and commensurate upside. You will report directly to the Chief Operating Officer and operate with significant autonomy - because we trust results, not hand-holding. You will inherit a team of CSMs; your job is to turn that team into a high-performing, accountability-forward revenue engine. This role exists because Imperium Acquisition is committed to building a CS division that becomes a competitive advantage - not a cost center. If you are the operator who can build it, this is an exceptional opportunity. If you need the playbook handed to you, this is not the right seat. We move fast, we hold the standard, and we reward people who deliver. RESPONSIBILITIES: People - Build, Develop & Hold the Standard

• Own the full CSM talent lifecycle: sourcing, screening, onboarding, performance management, and off-boarding when necessary
• Design and enforce a structured CSM onboarding curriculum (comprehension checkpoints, role-play scenarios, 30/60/90 ramp milestones) so every new hire is revenue-ready within their first month
• Conduct weekly 1:1s with each CSM; identify performance gaps early and course-correct before they become retention liabilities
• Establish and maintain a culture of proactive client outreach - end the pattern of CSMs waiting for clients to come to them
• Build a referral-asking habit across the team; integrate referral requests into standard call cadences and hold CSMs accountable to it
• Execute performance improvement plans (PIPs) with clarity and documentation; escalate termination recommendations to the COO when appropriate

Process - Build the Playbook

• Create the CS Division Playbook in full: client onboarding sequence, call-by-call talk tracks, objection handling frameworks, upsell conversation guides, escalation protocols, and offboarding procedures
• Design the complete client journey from contract signature to renewal - mapping every touchpoint, owner, and expected outcome
• Maintain and audit the CSM commission log: track all resell/upsell activity, cash collection events, referral conversions, TrustPilot reviews, and client interviews by CSM by month
• Conduct regular call audits (minimum 2 per CSM per day); deliver written feedback tied to talk tracks and KPI impact
• Stand up a daily accountability cadence: CSM-level dashboards reviewed in team sync, bottlenecks surfaced, and action items tracked
• Establish the escalation chain for at-risk clients and own the resolution process for all accounts
• Create and maintain SOPs for all recurring CS operations - nothing that matters should live only in someone's head

Metrics - Own the Numbers & Drive the Outcomes

• Report weekly to the COO on division-level performance across cash collection, retention/resell rate, referral conversions, and churn risk
• Maintain real-time visibility into each CSM's individual KPI performance and flag deviations before month-end
• Drive the division toward the minimum $50K monthly cash collection threshold - and build the cadence that makes exceeding it the norm
• Own retention rate performance: analyze client drop-off patterns, identify root causes, and implement proactive interventions
• Identify trends in refund and cancellation requests; escalate systemic issues to the COO with root cause analysis and a recommended corrective action

Tech - Compliance, Hygiene & Operational Efficiency

• Enforce non-negotiable data hygiene standards in HubSpot: all client notes, call logs, stage updates, and engagement records must be current and accurate
• Audit HubSpot records weekly;

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