Director, Customer Success
Skills
- Proven experience building and scaling Customer Success programs and teams at high-growth SaaS companies.
- Strong track record driving retention, adoption, and expansion in large enterprise accounts.
- Ability to partner with Sales to align on revenue and growth strategies.
- Executive-level communication and stakeholder management skills.
- Experience with CS tooling and CRM (e.g., Salesforce, Gainsight, Vitally) and data-driven decision making.
- Comfort leading both high-touch strategic engagements and scalable low-touch motions.
- Familiarity with PLG/freemium user bases and broad horizontal adoption patterns.
Responsibilities
- Manage, mentor, and grow a team of Customer Success Managers responsible for onboarding, adoption, retention, and expansion across Enterprise accounts.
- Define team operating rhythms, KPIs, and performance expectations to drive customer value and commercial outcomes.
- Build scalable CS programs, playbooks, and processes for onboarding, adoption, renewal, expansion, and risk mitigation.
- Implement systems and tooling to enable visibility and data-driven decision making across the customer lifecycle.
- Oversee executive-level engagement strategies and position CSMs as trusted advisors to strategic accounts.
- Partner with Sales leadership to co-own retention, renewals, and expansion revenue outcomes.
- Translate customer insights into product opportunities and serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support.
- Create repeatable programs supporting both high-touch enterprise motions and scalable low-touch customer experiences.
Education
- Bachelor's degree or equivalent practical experience preferred.
- Advanced degree (MBA or related) is a plus but not required.
Benefits
- Generous healthcare package
- 401(k) matching program
- Flexible vacation time
- Catered lunches (for onsite/hybrid roles)
- Remote-friendly with periodic in-person collaboration opportunities
- Competitive salary range; potential equity/grant opportunities
Average salary estimate
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