Director, Customer Success

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