Director of Customer Success

Job Summary

Owning and scaling the Commercial Customer Success function, the full-time Director of Customer Success will define strategy, lead a team of managers and CSMs, and drive customer retention and expansion in a remote environment.

Key responsibilities

• Define a clear vision and strategy for Commercial Customer Success, translating company goals into functional priorities
• Design and grow the Partner Customer Success program to enhance customer outcomes and establish shared metrics
• Lead and develop a team of Customer Success managers, focusing on talent development and operational efficiency

Required qualifications

• Proven experience leading a Customer Success function with accountability for retention and expansion outcomes
• Experience scaling Customer Success motions for mid-market or commercial segments
• Demonstrated ability to define functional strategy and build scalable Customer Success methodologies
• Strong understanding of SaaS business models and recurring revenue economics
• Ability to influence cross-functional leaders to advance customer and company goals