Director of Customer Success

📋 Description

• Own overall CS strategy, retention, and expansion targets with NRR and churn outcomes.
• Drive adoption by broadening product usage across accounts.
• Coach and support CS team while engaging with strategic accounts as needed.
• Lead and scale CS org, including hiring and onboarding.
• Build a scalable CS playbook for onboarding, adoption, renewal, expansion, and account mgmt.
• Establish success plans, health-scoring, and account mgmt standards.

🎯 Requirements

• Proven experience leading Customer Success in a B2B SaaS environment, including people mgmt.
• Track record of retention and expansion metrics; coach teams to targets.
• Hands-on leader who steps into strategic situations while guiding the team.
• Experience building CS processes/playbooks in fast-growth environments.
• Strong understanding of the full customer lifecycle: onboarding, adoption, renewal, retention
• Consultative mindset to uncover challenges and propose solutions.

🎁 Benefits

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