Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success to lead a team of Account Managers and Customer Success Managers.

Key Responsibilities

• Lead, coach, and develop a high-performing team of Account Managers and Customer Success Managers
• Own performance against Net Dollar Retention, including renewals, expansion, churn mitigation, and downgrade prevention
• Design and implement automated, scalable Customer Success processes across lifecycle stages

Required Qualifications

• 7-9+ years in Customer Success / Account Management in B2B SaaS, with 3-5+ years leading managers and/or scaled Customer Success teams
• Successful track record of achieving/exceeding Net Dollar Retention and Activation/adoption outcomes
• Demonstrated ability to build scalable processes and automate workflows across tools
• Strong cross-functional leadership experience with Product, Sales, RevOps, Marketing, and Support
• Analytical, metrics-first approach with experience building dashboards and operational rigor