Director of Customer Success

📋 Description

• Own overall Customer Success strategy, retention, and expansion targets with accountability for NRR
• Drive customer adoption by increasing product usage breadth and depth across accounts.
• Coach and support CS team while engaging with strategic accounts when leadership is needed.
• Lead, develop, and scale CS organization, including hiring and onboarding.
• Build and refine a scalable CS playbook for onboarding, adoption, renewal, and expansion.
• Establish success plans, health-scoring frameworks, and account management standards.

🎯 Requirements

• Proven experience leading Customer Success within a B2B SaaS environment, including team management.
• Track record of owning retention and expansion metrics and coaching teams toward targets.
• Hands-on leadership with ability to step into strategic or complex situations while leading broadly.
• Experience developing or improving CS processes/playbooks in high-growth environments.
• Strong understanding of the full customer lifecycle: onboarding, adoption, renewal, retention
• Consultative mindset to uncover challenges and suggest practical solutions.

🎁 Benefits

• Opportunity to build and lead a CS organization within a fast-growing SaaS environment.
• Direct collaboration with founders and senior leadership influencing CS strategy and company growth.
• Shape scalable processes and long-term customer relationship strategies from an early stage.
• Work within a profitable, high-growth organization with strong market momentum.
• High ownership, autonomy, and entrepreneurial responsibility.
• Collaborative culture emphasizing impact and accountability; fully remote work; US East Coast hours.