Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success to lead the post-sale customer experience across its growing customer base.

Key Responsibilities

• Lead and develop a team of Customer Success Managers and Support Specialists, fostering a customer-focused culture
• Manage the full post-sale customer lifecycle, ensuring accountability for key metrics such as GRR and CSAT
• Oversee the Customer Support function and collaborate with Sales, Marketing, and Product to drive customer outcomes

Required Qualifications

• 7+ years in Customer Success, with at least 3 years in a Director-level or senior management role
• Experience managing a team of 10+ in a B2B SaaS environment
• Proven track record in achieving NRR, GRR, or logo retention targets
• Experience in building or scaling Customer Success processes and frameworks
• Strong collaboration skills with Sales, Marketing, and Product teams