Director of Customer Success
Location: Lehi, UT
Reports to: Head of Growth
Team: 2–3 Account Managers, 7–10 Customer Success Managers
Compensation: $120-$130k Annual base, up to $160k OTE
About Baton
Baton is the trusted network for vetted home service companies to share referrals that they can’t work themselves. We connect pest control providers, nuisance wildlife specialists, plumbers and more with high-intent customers referred by other trusted businesses. We recently were named one of Utah's fastest-growing companies, and we're not slowing down. This is a chance to evolve the customer success function and direct the future of Baton’s growth from the ground up as a member of Baton's leadership team.
The Role
We're looking for a player-coach who can both do the work and build the team that does it. You'll own the success of Baton's entire partner base, from our top 30-40 revenue-generating accounts down to our long-tail of smaller partners. You’ll get personally involved in the highest-value accounts, and build the systems and team capability that let everyone else do the same.
This is not a maintenance role. As Baton has grown, the demands on our customer success team have evolved and your first job is to build the team that will bring us into our company’s next era through direct coaching, performance management, and personnel updates. Your second job is to make sure the team spends its time on the accounts and decisions that actually move revenue, not on manual busywork.
What You'll Do
Player-Coach Leadership
- Stay personally hands-on with our top accounts: building relationships with key points of contact, identifying growth opportunities, and modeling the account management skills the rest of the team needs to learn
- Run and expand a cadence of QBRs with our highest-value partners
- Use your own account work as the training ground for upskilling CSMs and AMs
Growth & Retention
- Own partner net revenue retention across the full book
- Find and act on revenue growth opportunities for existing partners — economics reviews, product recommendations, unlocking additional partner budget, and driving referral volume back to Baton
- Partner with the sales team to ensure new partners are fully onboarded and generate revenue in months 1-3; reactivate partners that have gone dormant
- Continuously improve lead quality and ROAS for partners by evaluating disposition data across lead sources and adjusting lead mix
- Handle the edge cases personally — churn risk, escalated disputes, at-risk relationships — while building the team's ability to catch and resolve most of these before they escalate
Performance Management
- Set clear standards and measure team performance objectively for both individual contributors and the accounts they own
- Actively manage the roster: coach up where there's a path, and move quickly to exit and replace where there isn't
- Build a high-accountability team culture where results, not effort, are what get measured
Automation & Efficiency
- Design and implement reporting and automation that takes low-leverage, manual work (profile setup, data entry, routine monitoring) off the team's plate
- Build always-on reporting for top partners that shows the business impact of the Baton relationship
- Continuously look for the next process that can be systematized so the team's time goes toward the work only a person can do
What We're Looking For
- Experience owning both revenue outcomes (retention/growth) and a team's performance
- A track record of long-term account management and relationship development.
- Experience managing portfolio budgets to a target (ROI, disposition rates, referral volume, MQLs), such as in digital marketing, media buying, franchise management, revenue operations, procurement and vendor management. We want to know that you can look at a performance dashboard and see the opportunity.
- Comfort with active performance management — coaching, restructuring, and replacing when a team isn't delivering
- A builder's instinct: when something is manual and repeatable, your default is to systematize it, not staff it.