Customer Success Director

About the role

The Customer Success Manager serves as a subject matter expert (SME) in client data analysis, customer education, and success enablement. This role combines strategic insight, analytical acumen, and leadership to elevate the performance of the Customer Success Specialist team and enhance client engagement and satisfaction across our portfolio. You'll collaborate with Sales, Product, and Marketing to ensure our solutions stay at the forefront of industry needs, while also playing a key role in the development of our AI automation initiatives. You will also be expected to structure and maintain our education and training program and materials.

Key responsibilities

• Act as the subject matter expert in analyzing client data and translating insights into actionable strategies that drive measurable business outcomes.
• Regularly synthesize analytics into clear, impactful recommendations for both internal teams and clients.
• Partner with cross-functional leaders to identify trends, opportunities, and success drivers within client portfolios.
• Mentor and coach the entire Customer Success Specialist team to strengthen their ability to support, train, and educate customers effectively.
• Cultivate an environment centered on excellence in customer service and proactive engagement.
• Develop and implement an industry-leading onboarding and training program, ensuring customers achieve value and confidence from day one.
• Serve as a resource to the Sales team, contributing strategic insights and participating in pitches for high-value clients and prospects.
• Collaborate closely with Marketing and Product teams to align customer insights with roadmap priorities, messaging, and market positioning.
• Act as a prompt technologist and subject matter contributor in the development and refinement of our AI automation layer, helping to shape tools that improve scalability and client experience.
• Stay informed on current and emerging industry trends, technologies, and sentiment, adapting customer education and engagement strategies accordingly.
• Represent the organization in public speaking engagements, webinars, and client-facing events as a thought leader and trusted advisor.

Qualifications

• Bachelor's degree in Business, Marketing, Analytics, or related field (Master's preferred).
• 5+ (2+ in multi-family) years of experience in Customer Success, Client Strategy, or Customer Enablement, with demonstrated success leading teams and programs.
• Strong analytical and storytelling skills—ability to translate data into actionable insights for diverse audiences.
• Proven experience collaborating across Sales, Product, and Marketing functions.
• Exceptional presentation, communication, and public speaking skills.
• Passionate about innovation, customer engagement, and continuous learning.

Pay

We expect the compensation for this role to be in the low $100ks + VC.

Benefits

• Health insurance options including medical, dental, and vision coverage
• Flexible spending accounts (FSA) for medical and dependent care
• Short-term and long-term disability insurance
• Life and AD&D insurance
• 401(k) retirement savings plan with a company match
• Paid time off (PTO) and paid holidays
• Commuter benefits
• Employee Assistance Program (EAP) and well-being coaching services
• Voluntary benefits including home, auto, and pet insurance, and discounted legal and financial services