Director, Customer Success

📋 Description

• Own the post-sale journey for Commercial and Enterprise CS
• Lead the CS org: 2 CS Managers and named accounts report to you
• Architect CS with AI-driven leverage and human judgment
• Manage budget, headcount, tooling, and program spend
• Build org-wide OKRs and reporting for leadership
• Shape AI-first CS strategy and collaborate with product/engineering

🎯 Requirements

• 10+ years SaaS Customer Success experience
• 5+ years leading multi-layer CS organizations
• Proven AI-driven CS leadership
• AI-native mindset; automation-first approach
• Full-book commercial ownership (NRR/GRR)
• Org builder with comfort in ambiguity

🎁 Benefits

• Access to premium AI tools (ChatGPT, Claude, Granola) and an annual L&D budget
• Annual budget to explore new AI tools and learning
• Hybrid work options in SF, NYC, Toronto
• Inclusive culture with diverse teammates
• Direct exposure to COO and board-level leadership
• Shape AI roadmap and CS strategy with Product/Engineering