Director of Customer Success

Job Summary

Leading the Customer Success strategy for mid-market and upmarket segments, the full-time remote Director of Customer Success will manage multiple teams, drive retention and expansion efforts, and collaborate with cross-functional teams to enhance customer value.

Key responsibilities

• Develop and implement the Customer Success strategy focusing on retention and growth
• Lead and coach frontline managers to create a strong, accountable team culture
• Utilize data insights to drive decisions on customer health, productivity, and retention trends

Required qualifications

• Over 10 years of experience in Customer Success leadership within SaaS, fintech, or technology
• Proven ability to manage mid-market or upmarket customer portfolios effectively
• Strong people leadership skills, including experience in developing frontline managers
• Commercial mindset with a focus on connecting customer outcomes to long-term value
• Data-driven approach with experience in using metrics for accountability and decision-making