Director, Customer Success

📋 Description

• Lead the Customer Success organization for Dispatch and Youreka across enterprise accounts.
• Own renewal and expansion strategy, driving retention, ARR growth, and executive-level engagements.
• Coach and develop Customer Success Managers to foster strategic, commercially-focused relationships.
• Partner with Technical Success, Product, Engineering, and Sales to remove obstacles and create
• Leverage AI and automation to improve insights, forecasting, and team productivity.
• Set operating rhythms and processes to scale customer success across product lines.

🎯 Requirements

• 8+ years in Enterprise Customer Success, Strategic/Account Management in a SaaS environment with
• Experience leading enterprise renewals and expansions; ability to negotiate and close complex deals.
• Strong commercial mindset with focus on retention, expansion, and value realization.
• Proven ability to manage VP/C-level relationships across large, complex enterprises (>$250k ARR).
• Strategic account planning, stakeholder mapping, renewal risk assessment, and growth planning.
• Experience with AI-powered tools to inform customer insights and forecasting.

🎁 Benefits

• Remote-friendly with US residence requirement; Boston office available.
• Competitive base salary plus annual bonus and benefits.
• Medical, dental, vision coverage; 401(k) with company match.
• Paid parental leave; life insurance and disability coverage.
• Wellness and adventure fund; monthly Uber credits; flexible PTO and holidays.