Director of Customer Success

Job Summary

Leading a team of Customer Success Managers and Analysts, the full-time remote Director of Customer Success will be responsible for managing customer retention, developing team capabilities, and collaborating with Sales and Product teams to enhance customer relationships and drive growth.

Key responsibilities

• Leading, coaching, and developing the Customer Success team while managing the overall customer book
• Owning gross dollar retention (GDR) and implementing customer success plans to ensure customer health and renewal
• Partnering with Sales to identify growth opportunities and mobilizing resources to address retention risks

Required qualifications

• 3+ years of experience managing a Customer Success or Account Management team
• Proven track record of owning retention or churn metrics in B2B SaaS or Data-as-a-Service environments
• Strong commercial instincts with the ability to identify expansion opportunities during customer interactions
• Experience collaborating across teams, particularly with Product, Engineering, and Data Science
• Fluency in data tools (SQL, Python, Snowflake) and familiarity with AI tools like Claude or ChatGPT