Director of Customer Success

About the role

The Director of Customer Success will build an AI-native CS function that compounds NRR, turning every strategic account into a multi-year, expanding partnership. This role reports to the CRO and owns the renewal, expansion, and strategic account motion for our enterprise customer base.

Responsibilities

• Own the NRR number end-to-end across renewals, expansion, and at-risk save motions.
• Lead and develop a team of 5–6+ CSMs and Account Managers, with active player-coach involvement in the largest strategic accounts.
• Design and implement AI-driven workflows that reshape how CS operates — not just bolt AI onto existing process.
• Partner closely with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling.
• Build the customer health and forecasting systems that give leadership a 90-day forward view of renewal risk.
• Run executive QBRs with our largest accounts and lead at-risk save plays personally.
• Establish the operating cadences (account reviews, forecast calls, save plans) that scale with the team.

Requirements

You've personally owned a multi-million-dollar renewal and expansion number and can talk forecasting, churn signals, and expansion motion with detail.

You've reshaped a Customer Success function with AI or automation — not adopted tools, but rebuilt the workflow.

You lead from the front: you're still active on the biggest accounts while raising the bar across your team.

You're credible with VP+ enterprise stakeholders and can save a renewal personally when it matters.

You operate fluidly across Sales, Product, and Marketing, reducing friction for everyone you partner with.

You see customer outcomes as personal accountability — you chase the why behind every churn, and you don't sandbag the forecast.

You can articulate what AI-native Customer Success looks like — to your team, to customers, and to the board.

You're Austin-based or open to relocating to Austin.

Qualifications

This Role Is Not A pure individual contributor role — you'll be managing and developing a team.

A steward role — we're not looking for someone to operate the existing playbook; we're hiring you to rebuild it.

An exclusively renewal- or exclusively expansion-focused role — you own both.

A role where AI is treated as a buzzword — we expect concrete reshaping of how CS operates.

Skills

We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box.

Benefits

Competitive pay, equity with significant upside, and intentionally designed benefits to encourage healthy and well-balanced employees, flexible schedules and time off.

We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you.

And of course, we wouldn’t be a technology company without a ping-pong table and free snacks in our break room.

Pay

Competitive compensation package with equity and significant upside potential.

Schedule

Flexible schedule and generous time off.