Director of Customer Success

About the role

The Director of Customer Success will build and lead the Customer Success organization, focusing on customer retention, growth, and long-term value.

Responsibilities

• Build and lead a proactive, commercial Customer Success organization responsible for customer retention, GRR, NRR, renewals, expansion revenue, customer health, and long-term customer value.
• Recruit, coach, and develop a team of Customer Success Managers.
• Partner with Sales, Product, Engineering, and Support to improve customer outcomes.
• Implement customer health scoring, playbooks, KPIs, and forecasting.
• Champion AI and automation to improve productivity and customer engagement.
• Create scalable processes that support company growth.

Requirements

• 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.
• Thrives in fast-paced, entrepreneurial environments.

Qualifications

• BS/BA degree required.
• Proven track record of success in a similar role.
• Experience with SaaS products and services.
• Ability to work remotely in the United States.

Skills

• Customer Success, Account Management, or SaaS leadership experience.
• Leadership and management skills.
• Strategic thinking and problem-solving abilities.
• Collaboration and teamwork skills.
• Experience with AI and automation.
• Excellent communication and coaching skills.

Pay

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.

Schedule

Remote, United States.