Director of Customer Success

Job Summary

To support a growing customer base, the full-time remote Director of Customer Success will drive customer retention and expansion by transforming the Customer Success Management function and building a high-performing team focused on delivering measurable value to clients.

Key responsibilities

• Own and elevate retention outcomes by operationalizing value realization and proactive account management
• Transform the CSM model towards a proactive, lifecycle-driven engagement strategy that scales with the business
• Recruit, coach, and develop a team of Customer Success Managers to foster accountability and customer obsession

Required qualifications

• 8-12+ years in Customer Success, Account Management, or similar roles in SaaS or technology
• 3-5+ years of experience leading high-performing Customer Success teams
• Proven track record of improving retention and driving expansion in a recurring revenue business
• Strong AI fluency with experience in implementing AI-augmented workflows in customer success
• Exceptional talent builder with a history of hiring and developing top performers