Director of Customer Success & Onboarding

📋 Description

• Own Customer Success and Onboarding strategy across North America, establishing scalable operating
• Lead and develop Customer Success and Onboarding teams, including defining organizational
• Own North American net revenue retention, including renewals, expansions, contraction, customer
• Manage the end-to-end onboarding and implementation experience, from contract signature through
• Define the regional customer experience strategy, operating plan, priorities, headcount
• Build strong partnerships with commercial leadership to improve sales-to-onboarding handoffs and

🎯 Requirements

• 7–12+ years of experience in Customer Success, Onboarding, or post-sale leadership within a SaaS
• Proven experience building and leading Customer Success and Onboarding organizations of significant
• Demonstrated success managing complex, large-scale implementations and rollouts involving numerous
• Track record of owning revenue-related metrics such as NRR, GRR, renewals, or expansion, with a
• Strong senior-level business leadership skills, including the ability to build business cases
• Hands-on AI experience equivalent to an advanced level of AI fluency, including responsibility for

🎁 Benefits

• Base salary of $160,500–$181,500 USD.
• Unlimited paid holiday.
• Participation in a company share program.
• Paid parental leave, including up to 6 months fully paid for primary caregivers and 2 months for
• Annual learning and development budget of €300, with additional support available for high
• Monthly dedicated development time focused on exploring, developing, growing, and elevating skills.