Director, Customer Success
Lead and scale a team of Technical Account Managers to drive customer retention, expansion, and predictable renewals at a high-growth AI SaaS startup. Own CS strategy, processes, and a small book of accounts while partnering cross-functionally with Sales, Product, and Engineering.
About the job
What You'll Do
- Hire, develop, and retain a group of Technical Account Managers and managers of CS
- Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and retention
- Set the bar for technical depth, ownership, and customer communication across the team
- Define career paths, performance standards, and coaching rhythms that drive continuous improvement
- Serve as the senior escalation point — step in decisively with clients when needed to reset expectations or drive to resolution
- Design and refine the operating model: escalation paths, staffing plans, workload distribution, and processes
- Instrument the function with metrics that give leadership clear visibility into customer health and expansion opportunities
- Own and maintain the team's knowledge base — best practices, process/tooling training, configuration preferences, product enablement guides and playbooks
- Own the interface between the TAMs, Support, Delivery, Operations, Sales, and Product-Engineering
- Influence product and engineering priorities based on patterns in support data
What You'll Bring
- 8-12+ years of experience in customer success, with 5+ years in a management role
- Track record of building or leading CS teams in a high-growth B2B SaaS environments
- Strong technical instincts: you can reason through complex production issues and teach others to do the same
- Proven ability to hire well, coach directly, and hold a high bar without micromanaging
- Process-builder by nature: you design systems that scale, not just solve the problem in front of you
- Comfortable operating cross-functionally with Sales, Support, Product, and Engineering leadership
- Comfortable balancing IC work with team leadership
- Excellent communicator who can distill complexity into clarity for any audience
Who You Are
- A builder and operator at heart — energized by standing up new functions, systematizing what works, and iterating relentlessly
- A strategic leader who thrives in high-growth, high-ambiguity environments and is motivated by outsized impact
- Deeply collaborative, with a natural instinct for forging alignment across Sales, Product, Engineering, and Support
- In-office, engaged, and eager to lead from the front at our NYC location full-time
Benefits
- Comprehensive medical, dental, and vision insurance
- Company-sponsored 401(k) through Vestwell
- Flexible PTO plus U.S. federal holidays
- Company-wide off-sites
- Daily in-office lunch through Parkday
- Dinner covered when working late
- Commuter benefits and late-night rideshare
- Standing desks and workspace accommodations available on request
- All core tools and software provided
Skills
Customer Success, Team Management, B2B SaaS, Technical Account Management, Renewal Forecasting, Risk Management, Cross-Functional Collaboration, Process Design, Metrics & Reporting, Executive Relationship Management
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