Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success to establish strong customer relationships that drive adoption, retention, and expansion.

Key Responsibilities

• Recruit, mentor, and lead a high-performing team of Customer Success Managers (CSMs)
• Implement and enforce a rigorous "Success Criteria" mandate for customer engagements
• Optimize the sales-to-customer success handover process to ensure a smooth transition for customers

Required Qualifications

• 8-10+ years in Customer Success leadership within complex SaaS or AI platforms
• Proven experience managing teams of CSMs and Technical Account Managers (TAMs) or Customer Success Engineers (CSEs)
• Experience building and scaling Customer Success teams in high-growth environments
• Strong background in Net Revenue Retention (NRR) and churn analysis
• Comfortable discussing AI architecture and integrations with technical stakeholders