Director of Customer Success

July 6, 2025
Full Time
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Job Description

🌟 About the Role

We are seeking an experienced and strategic Director of Customer Success to lead and evolve our customer success function as we continue to grow. This role is vital in ensuring our customers achieve measurable value, maximize product adoption, and remain long-term partners. As a senior leader, you will build and guide a world-class team, develop scalable customer engagement strategies, and serve as the voice of the customer across the organization.

This position requires a blend of strong leadership, operational excellence, and a passion for delivering exceptional customer experiences in a fast-paced, digital-first environment. You’ll partner closely with Sales, Product, Marketing, and Support to drive growth and retention across our expanding customer base.

🔑 Key Responsibilities

  • Customer Lifecycle Leadership: Own the entire post-sale customer journey—from onboarding to renewal—ensuring every customer realizes their goals.
  • Team Management: Hire, develop, and lead a high-performing customer success team; coach team members to consistently exceed KPIs and deliver excellence.
  • Strategy & Execution: Define customer success strategies, frameworks, and engagement models that scale with growth and improve customer satisfaction.
  • Customer Advocacy: Act as a key liaison between customers and internal teams, championing the voice of the customer in product, support, and marketing decisions.
  • Retention & Expansion: Drive renewal rates, reduce churn, and identify opportunities for upsell, cross-sell, and account expansion.
  • Insights & Reporting: Monitor customer health metrics, develop dashboards, and deliver insights that inform executive decision-making.
  • Cross-functional collaboration: Partner with Sales, Product, and Support to align touchpoints and create a seamless, value-driven customer experience.

🎯 Qualifications

  • 8+ years of experience in Customer Success, Account Management, or Client Services, with at least 3 years in a leadership role.
  • Proven success in managing teams that deliver against customer retention and expansion goals.
  • Strong understanding of SaaS metrics (e.g., NRR, Churn, CSAT, NPS) and lifecycle management.
  • Deep expertise in using Customer Success platforms (e.g., Gainsight, ChurnZero, Salesforce).
  • Exceptional communication and stakeholder management skills.
  • Data-driven, results-oriented mindset with a strategic yet hands-on approach.
  • A bachelor’s degree is required; an MBA or related advanced degree is a plus.

💼 Why Join Us?

  • Purpose-Driven Work: Help customers transform their businesses while shaping an industry-leading Customer Success function.
  • Remote Flexibility: Work from anywhere in the U.S. with optional in-person retreats.
  • Leadership Impact: Be part of the senior leadership team influencing company-wide direction and strategy.
  • Competitive Compensation: Attractive salary, equity options, and performance bonuses.
  • Robust Benefits: Health, dental, vision, 401(k), wellness stipend, professional development allowance, and generous PTO.
  • Award-Winning Culture: A collaborative, inclusive, and transparent work environment that values innovation and growth.

🚀 Ready to Lead the Future of Customer Success?

Apply now to shape the customer experience strategy and make an impact that lasts. We’re excited to meet forward-thinking leaders who are passionate about building customer-first cultures.

 

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