Director, Customer Success

About the Role

We're looking for a seasoned Director of Customer Success to lead the post-sale customer experience across our growing customer base. This is a critical leadership role within our unified Revenue org. You'll own the full customer lifecycle from onboarding through renewal, driving measurable value, expansion, and long-term retention. You'll manage a team of Customer Success Managers and oversee our Customer Support function, ensuring every customer touchpoint reflects the quality and impact we promise.

What You’ll Own

• Lead and develop a team of CSMs, and Support Specialists setting performance standards, coaching, and building a high-accountability, customer-obsessed culture.
• Own the full post-sale customer lifecycle: onboarding, adoption, value delivery, expansion, and renewal with direct accountability for GRR, CSAT, and other core metrics.
• Establish and iterate on scalable CS playbooks, segmentation models, and engagement frameworks that align to customer outcomes and product usage signals.
• Oversee the Customer Support function, ensuring SLA adherence, resolution quality, and a feedback loop back into Product and Engineering.
• Partner closely with Sales, Marketing, and Product as part of the Revenue org — aligning on ICP, pipeline health, and customer stories that fuel growth.
• Build and maintain executive-level relationships with strategic accounts, stepping in as an escalation point and executive sponsor when needed.
• Help to define and own the CS team's OKRs, reporting cadences, and health scoring methodology; present insights and business reviews to the leadership team.

Required Experience

• 7+ years in Customer Success, with 3+ years in a Director-level or senior people manager role
• Proven track record managing a team of 10+ in a B2B SaaS environment
• Demonstrated ownership of NRR, GRR, or logo retention targets
• Deep experience building or scaling CS motions - playbooks, health scores, QBR frameworks
• Strong cross-functional collaboration with Sales, Marketing, and Product
• Comfortable using data to drive decisions - Salesforce, Gainsight, ChurnZero, Custify or similar

What Will Set You Apart

• Background working with Marketing, Growth, or RevOps teams
• Track record of building a CS org that functions as a true revenue driver, not just a retention function
• Ability to operate at both the strategic and hands-on level — coach the team and get in the weeds on a critical account
• Experience designing tiered CS models that scale across segments
• Strong executive presence with the ability to influence internally and with customers

Why Join Us?

• Be part of a high growth startup redefining how companies grow from in-person.
• Work closely with experienced leaders and cross-functional teams to shape our financial strategy.
• Make a measurable impact in a role critical to our long-term success.
• Fully remote position
• Competitive salary
• Meaningful equity
• Full insurance & benefits
• Unlimited PTO
• $150 monthly wellness credit
• Constant daily learning

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