Director of Customer Success

📋 Description

• Own CS strategy for a B2B SaaS, driving NRR and churn outcomes.
• Drive adoption by expanding product usage across accounts.
• Coach and support CS team; engage strategic accounts when needed.
• Build and scale CS org, including hiring and onboarding.
• Develop scalable CS playbooks for onboarding, adoption, renewal, expansion.
• Establish success plans, health scoring, and account management standards.

🎯 Requirements

• Proven experience leading Customer Success in a B2B SaaS environment with team management.
• Track record owning retention and expansion metrics and coaching teams to targets.
• Hands-on leadership; step into strategic customer situations as needed.
• Experience building CS processes/playbooks in high-growth environments.
• Deep understanding of onboarding, adoption, renewal, retention, and expansion.
• Consultative mindset to uncover challenges and offer solutions.

🎁 Benefits

• Opportunity to build and lead a CS org in a fast-growing SaaS company.
• Direct collaboration with founders and senior leadership; influence strategy.
• Shape scalable processes and long-term customer relationship strategies.
• Work in a profitable, high-growth organization with market momentum.
• High ownership, autonomy, and entrepreneurial responsibility.
• Collaborative culture focused on impact and accountability.