Director of Customer Success
Job Summary
To build and enhance a customer-centric operation, the full-time Director of Customer Success will lead a team focused on the post-sale customer journey, including onboarding, adoption, renewal, and expansion, while leveraging AI to maximize customer value in a remote setting.
Key responsibilities
- Lead and scale the Customer Success team by hiring, coaching, and developing managers with clear goals and a culture of ownership
- Drive customer outcomes by owning revenue retention and expansion, and serving as an executive sponsor for strategic accounts
- Partner across the customer journey with Support, Product, and Engineering teams to enhance customer satisfaction and product adoption
Required qualifications
- 10+ years in customer success or post-sale leadership at a B2B SaaS company, including 5+ years leading teams
- Proven track record of owning retention and expansion metrics and building scalable Customer Success teams
- Technical credibility with CISOs and familiarity with SaaS, identity management, and integrations
- Hands-on experience applying AI to customer success initiatives and workflows
- Strong data-driven approach and proficiency with customer success platforms and BI tools
Complete Job Description
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