Director of Customer Success

Job Summary

Leading the post-onboarding merchant experience, the full-time salaried Director of Customer Success will define strategy, build scalable processes, and develop a high-performing team to drive long-term merchant value and business growth in a remote environment.

Key responsibilities

• Define and execute the Customer Success strategy to ensure merchants realize long-term value from their partnership
• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability and customer obsession
• Own key business metrics such as net revenue retention, renewals, and overall portfolio health

Required qualifications

• 7+ years of experience in Customer Success, Account Management, or a related post-sale function, with 3+ years in a leadership role
• Experience building and scaling Customer Success programs in a high-growth SaaS, fintech, e-commerce, or technology environment
• Demonstrated success in driving customer retention and long-term customer value across a complex portfolio
• Strong understanding of customer success metrics, including retention and net revenue retention
• Proven ability to design scalable processes and operational frameworks that drive consistency and results