Director of Customer Success
Job Summary
Building and leading the Customer Success function from the ground up, the full-time salaried Director of Customer Success will define strategies, improve customer retention and growth, and manage a portfolio of strategic accounts in a remote environment.
Key responsibilities
- Define the strategy, structure, and operating model for the Customer Success function to scale with the business
- Own customer retention and growth initiatives, improving GRR and driving NRR through proactive engagement and risk management
- Design and implement customer onboarding, adoption, and renewal playbooks to ensure a consistent customer experience
Required qualifications
- Demonstrated experience building or scaling a Customer Success function in a B2B SaaS environment
- Comprehensive experience in Customer Success, Account Management, or related revenue-facing roles
- Track record of driving measurable improvements in net revenue retention and expansion revenue
- Experience evaluating and implementing Customer Success and CRM tooling
- Strong analytical skills to define metrics and drive data-informed decisions
Complete Job Description
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