Director of Customer Success

📋 Description

• Own overall CS strategy, retention, and expansion targets with accountability for NRR and churn.
• Drive adoption by increasing product usage breadth and depth across accounts.
• Coach and support CS team while engaging with strategic accounts when needed.
• Lead, develop, and scale the CS organization, including hiring and onboarding.
• Build and refine scalable CS playbooks covering onboarding, adoption, renewal, expansion, and
• Establish success plans and health frameworks to improve customer outcomes.

🎯 Requirements

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

🎁 Benefits

• Opportunity to build and lead a CS organization in a fast-growing SaaS environment.
• Direct collaboration with founders and senior leadership with influence over 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; fully remote work; schedule aligned to