Director, Customer Success
About the Role
Autura is building the infrastructure that powers the towing and recovery industry — from dispatch and fleet management to embedded payments and marketplace solutions. As we grow and bring more of our product lines under one platform, we need a strategic account leader who can own our most complex, highest-value customer relationships and build the function around them.
This role is for someone who wants to build, not just manage. You will own our enterprise and strategic account portfolio, lead a team, and help towing operators, motor clubs, and government agencies get more out of Autura than they knew was possible. You will be the person who knows their business as well as they do — and shows them what's next.
What You'll Do
- Own and grow Autura's enterprise and strategic account portfolio, driving retention, expansion, and long-term platform adoption across our most complex customer relationships.
- Own a personal portfolio of strategic accounts in addition to team leadership responsibilities during the buildout phase. This role requires a player-coach who is as comfortable in the work as above it.
- Serve as the senior escalation point for high-stakes customer situations — bringing calm, structure, and a clear recovery path to at-risk accounts.
- Build and lead a team of Strategic Customer Success Managers, setting the standard for how Autura engages its most important customers.
- Develop and operationalize account planning frameworks, executive business review processes, and customer health strategies that scale as the portfolio grows.
- Partner with Sales to identify and convert expansion opportunities within existing accounts — helping customers grow their business by extending their use of Autura across new product areas, including TowPay, Marketplace, and future offerings.
- Navigate multi-stakeholder relationships within enterprise organizations — from operators and dispatch managers to executives and ownership groups — to deepen Autura's presence and uncover new opportunities.
- Work closely with Product, Implementation, and Support to translate customer needs into platform improvements and ensure customers are realizing full value across integrated product lines.
- Bring a consultative, project-based approach to enterprise engagements — acting as a trusted advisor who helps customers run their operations more efficiently using Autura as the backbone.
- Represent Autura at industry events, motor club partnerships, and towing association conferences to build relationships and stay close to where the industry is heading.
- Partner with executive leadership on acquisition integration — helping bring acquired products and customer bases into the Autura ecosystem in a way that feels connected and coherent to customers.
- Own post-implementation engagement to ensure customers are actively using the platform — tracking adoption metrics, identifying gaps, and driving customers toward the outcomes that made them buy in the first place.
- Build and maintain a customer health framework across the strategic portfolio — using leading indicators to get ahead of churn risk before it becomes an escalation.
- Own or co-own renewal strategy for strategic accounts, including multi-year contract planning, pricing conversations, and risk mitigation on complex renewals.
- Lead change management for strategic accounts through product updates, platform migrations, and new feature rollouts — ensuring customers are prepared, adoption is supported, and disruption to their operations is minimized.
What You Bring
- 10+ years in strategic account management, customer success, or enterprise sales in a SaaS environment, with at least 3 years in a leadership role.
- Demonstrated track record of retaining and growing a complex enterprise portfolio — you can point to specific outcomes.
- Experience building programs and processes from early-stage or in-flight — not just inheriting something that already works.
- Strong executive presence and the ability to operate credibly at the owner, GM, or C-suite level within customer organizations.
- Comfort navigating multi-product or post-acquisition environments where customer relationships span more than one solution.
- A consultative, outcomes-first mindset — you don't just check in, you show up with ideas.
- Experience with strategic account planning tools and CRMs (Salesforce experience preferred).
- Industry experience in towing, fleet, government services, or adjacent verticals is a plus but not required — what matters is your ability to go deep on a customer's business fast.
Why This Role
Autura is at an inflection point. We have a growing product suite, a customer base that depends on us for mission-critical operations, and real room to define what enterprise account leadership looks like here. This role has the scope to shape the function, build the team, and have direct impact on the company's growth — with full support from executive leadership to do it right.
