COMPANY DESCRIPTION
Visual Matrix is building the hospitality technology platform of choice. We help hotels maximize revenue, improve operations, and deliver exceptional guest experiences through innovative hospitality technology.
Our culture is customer-centric, collaborative, entrepreneurial, and built on a builder mindset. We move quickly, solve problems together, and empower our people to make an impact.
JOB DESCRIPTION
Visual Matrix is looking for a Director of Customer Success to build and lead our Customer Success organization from the ground up. This leader will establish a proactive, commercial Customer Success organization responsible for customer retention, GRR, NRR, renewals, expansion revenue, customer health, and long-term customer value. You'll recruit, coach, and develop a team while partnering across Sales, Product, Engineering, and Support to improve customer outcomes.
You're Excited About This Opportunity Because You Will:- Build the Customer Success organization from the ground up.
- Recruit, coach, and develop a high-performing team of Customer Success Managers.
- Own GRR, NRR, renewals, expansion revenue, and customer health.
- Implement customer health scoring, playbooks, KPIs, and forecasting.
- Partner with Sales, Product, Engineering, and Support to improve customer outcomes.
- Champion AI and automation to improve productivity and customer engagement.
- Identify expansion opportunities across products and customer portfolios.
- Create scalable processes that support company growth.
- 7+ years of Customer Success, Account Management, or SaaS leadership experience.
- 3+ years leading customer-facing teams.
- Experience owning renewals, retention, and expansion revenue.
- Builder mindset with experience creating scalable CS processes.
- Strong executive communication and coaching skills.
- Comfortable using AI to improve productivity and decision making.
- Thrive in fast-paced, entrepreneurial environments.
Base Salary Range: $145,000- $165,000, part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.
Location
Remote, United States.
Skills Required
- 7+ years of Customer Success, Account Management, or SaaS leadership experience.
- 3+ years leading customer-facing teams.
- Experience owning renewals, retention, and expansion revenue.
- Experience creating scalable Customer Success processes (builder mindset).
- Strong executive communication and coaching skills.
- Comfortable using AI to improve productivity and decision making.
- Ability to thrive in fast-paced, entrepreneurial environments.
ASG Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ASG and has not been reviewed or approved by ASG.
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Parental & Family Support — ASG advertises 16 weeks paid parental leave and family-planning support, including a new-child allowance stipend. Several portfolio companies also note comparable parental leave policies.
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Leave & Time Off Breadth — Unlimited PTO with 10 paid holidays and a winter office closure is highlighted. Portfolio postings commonly echo generous time-off structures.
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Retirement Support — 401(k) matching is consistently referenced at corporate and portfolio levels. Some postings specify matches around 4%, signaling structured retirement support.
ASG Insights
What We Do
ASG is an unconventional software business that invests in uniquely positioned vertical SaaS companies and builds them into industry leading software platforms. We believe that combining deep expertise and shared resources can drive exponential growth, and that the heart of a thriving business is the people - the founders whose legacy we honor, the employees with unlimited potential, and the leaders who drive our businesses forward. ASG is backed by Alpine Investors and has acquired 45+ businesses across 8 verticals since inception. We believe our companies, and our people, are better together.
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