Director of Customer Success

📋 Description

• Own strategy for post-sale customer experience in a B2B SaaS context.
• Drive retention, expansion, adoption, and long-term customer value.
• Lead and develop a growing CS team; partner with Sales, Product, Engineering, and exec leadership.
• Build scalable CS frameworks, playbooks, health-scoring, and lifecycle standards.
• Measure success via NRR, churn, adoption, and expansion revenue.
• Balance strategic leadership with hands-on engagement in key accounts.

🎯 Requirements

• Proven experience leading Customer Success within a B2B SaaS environment, including team management
• Track record of owning retention and expansion metrics; coach teams toward targets.
• Hands-on leader who steps into strategic/complex customer situations as needed.
• Experience creating or improving CS processes and playbooks in high-growth settings.
• Strong understanding of the full customer lifecycle: onboarding, adoption, renewal, retention
• Consultative mindset with ability to diagnose 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 CS strategy and
• 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 focused on impact, accountability, and execution.