Director of Customer Success

Job Summary

Leading a team of managers and customer success managers, the full-time remote Director of Customer Success will own retention and consumption across the customer base, driving customer engagement and ensuring successful platform adoption.

Key Responsibilities

• Drive gross retention, expansion, and credit consumption while managing renewal risks
• Implement segmented customer motions through various coverage models and manage account alignment
• Build and develop a high-performing team, focusing on onboarding, career paths, and performance standards

Required Qualifications

• 12+ years in Customer Success, Account Management, or post-sales leadership, with at least 5 years in a managerial role
• Proven track record in owning retention and expansion outcomes in B2B SaaS environments
• Experience in building scalable segmentation, capacity models, and metrics
• Hands-on experience with success planning and translating product usage into business outcomes
• Strong executive presence and ability to engage with C-level stakeholders effectively