# Director of Customer Success

**Company:** [Closinglock](https://hotfix.jobs/companies/closinglock)
**Location:** Austin, TX
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, B2B SaaS, Health Scoring, Renewal Forecasting, CRM, Kpi Management, Onboarding Frameworks, Qbr, Expansion Playbooks
**Posted:** 2026-07-01

> Lead and scale the Customer Success team for Enterprise and Mid-Market segments at a real estate fintech company. Own retention, expansion, and team development while building scalable processes, playbooks, and health scoring frameworks in a high-growth environment.

## Job Description

## What You'll Do
- Own GRR, NRR, product adoption, and customer health across Enterprise and Mid-Market segments, setting strategy and being accountable for target outcomes.
- Lead, coach, and grow a team of CSMs; establish clear performance expectations, operating cadences, and a culture of customer obsession.
- Build and iterate on onboarding, QBR, and expansion playbooks that scale across hundreds of accounts without sacrificing quality of relationships.
- Serve as the point of escalation for high-value or at-risk accounts, and strategize with senior leadership on effective solutions.
- Partner cross-functionally with Sales, Product, and Support to ensure tight handoffs, strong feedback loops, and a unified customer experience.
- Establish health scoring frameworks and data-driven processes for identifying both churn risks and expansion opportunities early.
- Deliver regular reporting on segment health, renewal forecasting, and team performance to executive leadership.

## Required Skills
- 8+ years in Customer Success, Account Management, or post-sale in B2B SaaS, with at least 4 of those years leading and scaling CS teams.
- Demonstrated track record of owning healthy retention and expansion metrics (NRR, GRR, churn) and building the operational infrastructure to manage them: health scoring, forecasting, tiering models.
- Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustments.
- Proven ability to design and implement scalable CS processes from the ground up: onboarding frameworks, segmentation strategies, renewal playbooks in a high-growth environment.
- Strong people leader with experience hiring, developing, and retaining CSMs; set a high bar, coach actively, and build teams that outlast your direct involvement.
- Ability to effectively communicate with and present to VP-level customer personas, deliver board-level retention updates, and participate in cross-functional product reviews.
- Data-driven approach to managing a book of business using health scores, product usage signals, and CRM data.

## Nice to Have
- Background in real estate, title, mortgage, or adjacent proptech/fintech.
- Familiarity with CS platforms for health scoring and lifecycle automation.
- Exposure to compliance-sensitive or transaction-based SaaS products where trust and security are part of the customer value prop.
- Prior experience scaling a CS org through a Series A → C/D growth phase.
- Comfort with AI tooling applied to CS workflows.

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