Director of Customer Success

📋 Description

• Own CS strategy, retention, and expansion targets with accountability for net revenue retention and
• Drive adoption by expanding product usage across accounts.
• Lead and coach CS team; engage with strategic accounts when needed.
• Scale CS org, including hiring and onboarding.
• Develop scalable CS playbooks for onboarding, adoption, renewal, and expansion.
• Establish health scores and processes to improve outcomes.

🎯 Requirements

• Proven experience leading CS in B2B SaaS, with team management.
• Track record of retention/expansion metrics and coaching teams to targets.
• Hands-on leadership; step into strategic/complex accounts as needed.
• Experience creating/improving CS processes in high-growth environments.
• Strong understanding of full customer lifecycle (onboarding to expansion).
• Consultative mindset; ask insights to uncover challenges and solutions.

🎁 Benefits

• Opportunity to build and lead a CS org in fast-growing SaaS.
• Direct collaboration with founders and leadership, influencing growth.
• Shape scalable processes and long-term customer relationships.
• Remote work with US-friendly hours; autonomy and ownership.