Director of Customer Success

Job Summary

Building and leading the post-sale function from the ground up, the full-time salaried Director of Customer Success will define the customer journey, establish playbooks, and drive retention and expansion in a remote role focused on enhancing customer engagement.

Key Responsibilities:

• Design and own the end-to-end customer success operating model, including playbooks and health scoring
• Establish proactive strategies for customer renewals and expansion, owning accountability for key retention metrics
• Create a high-touch onboarding experience to ensure fast time-to-value and strong product adoption

Required Qualifications:

• 7+ years 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 high-growth or early-stage environment preferred
• Expertise in SaaS metrics and cross-functional collaboration with Product and Sales teams
• B2B technical SaaS experience required; cybersecurity background strongly preferred