Director of Customer Success

Responsibilities

• Own the scaled customer success strategy for SMB and mid-market customers, balancing digital engagement with targeted human touchpoints.
• Design and optimize digital customer journeys across onboarding, adoption, renewal, and expansion.
• Build and manage segmentation and coverage models, including digital-only, pooled, and hybrid approaches.
• Own health scoring frameworks, lifecycle triggers, and in-app or automated outreach.
• Partner with Product and Marketing on in-product education, campaigns, and self-service resources.
• Drive retention and expansion through programmatic, data-driven plays.
• Lead and develop a team of Scaled/Digital Customer Success Managers and Customer Success Operations partners.
• Track and report KPIs including gross revenue retention, net revenue retention, adoption, and engagement.
• Continuously test, measure, and iterate on scalable customer success programs.

Requirements

• 7+ years of experience in Customer Success, Customer Success Operations, or Growth roles.
• 3+ years of experience leading and developing customer-facing teams, ideally in a scaled or digital customer success environment.
• Proven track record of owning and improving net revenue retention in a SaaS or digital health business.
• Strong experience with customer success platforms such as Gainsight, Totango, ChurnZero, or similar.
• Highly data-driven, with experience in experimentation, automation, and iterative improvement.
• Experience in fast-growing or startup environments with evolving processes.

Compensation & Benefits

• Medical, dental, and vision plans.
• Flexible Spending Accounts and Health Savings Accounts.
• Flexible paid time off.
• 401(k) with company match.
• Life insurance.
• Pet insurance and additional benefits.