Director of Customer Success

Job Summary

Owning the post-sale customer journey, the full-time remote Director of Customer Success will lead a team of Customer Success Managers, focusing on onboarding, adoption, renewal, and expansion while leveraging AI to enhance customer value.

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, building success plans, and serving as an executive sponsor for strategic accounts
• Partner across the customer journey with Support, Product, and Engineering to ensure coordinated responses and track customer satisfaction and product adoption

Required qualifications

• 10+ years in customer success or post-sale leadership at a B2B SaaS company, with 5+ years leading customer success teams
• Proven track record of owning retention and expansion metrics and building a Customer Success team
• Technical credibility with CISOs and familiarity with SaaS, identity protocols, and integrations
• Hands-on experience applying AI in customer success, including building and measuring AI-driven workflows
• Strong executive presence and experience leading remote teams in a high-growth environment