Director of Customer Success

Job Summary

To lead and enhance the Customer Success organization, the full-time Director of Customer Success will manage a team of Customer Success Managers and Support Specialists while also overseeing a portfolio of strategic Enterprise accounts, all in a remote capacity.

Key responsibilities

• Manage, coach, and develop a high-performing team of Customer Success Managers, setting goals and building career paths
• Own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) metrics, reporting performance to leadership and stakeholders
• Design and implement scalable Customer Success processes across the customer journey, ensuring high-quality support and strategic guidance

Required qualifications

• 8+ years of experience in Customer Success or a related client-facing role, including formal leadership experience
• Proven track record of improving NRR/GRR or similar retention metrics
• Deep enterprise account management experience with direct relationships with customer executives
• Experience in building or enhancing Customer Success processes and managing a support function
• Familiarity with Customer Success technology stacks, including CRM and analytics tools