Director of Customer Success

Job Summary

To support a growing cybersecurity initiative, the full-time remote Director of Customer Success will build and lead the post-sale function, defining the customer journey, driving retention, and establishing metrics and playbooks for success.

Key Responsibilities

• Design and own the end-to-end customer success operating model, including segmentation and health scoring
• Establish proactive strategies for customer retention and expansion, focusing on Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Create a high-touch onboarding experience to ensure fast time-to-value and strong product adoption

Required Qualifications

• 7+ years of experience in B2B SaaS customer success or account management, with at least 3 years in a management role
• Proven track record of building or scaling a customer success function while driving retention
• Experience in a player-coach role, comfortable with ambiguity and direct client engagement
• Expertise in SaaS metrics and familiarity with customer success tools
• B2B technical SaaS experience required; cybersecurity background strongly preferred