Director of Customer Success

Responsibilities

• Own Customer Success strategy and net revenue retention (NRR), including retention, adoption, expansion, customer health, and NRR/ARR targets.
• Work directly with strategic customers on executive relationships, QBRs, renewals, expansions, escalations, and other critical moments.
• Lead, coach, and develop Customer Success Managers (CSMs), including account reviews, deal strategy, and customer conversations.
• Identify customer risk early and create intervention plans to protect relationships.
• Build a scalable land-and-expand motion with CSMs and Sales.
• Strengthen executive relationships, champions, multi-threaded accounts, and demonstrations of business value.
• Improve onboarding, engagement, education, and customer growth programs.
• Align CSM and Customer Success Engineering (CSE) teams with clear ownership and collaboration.
• Oversee technical onboarding, implementation, troubleshooting, and solution guidance.
• Build a high-performing team, develop future leaders, and establish accountability.
• Represent customer needs to Product and Engineering.

Requirements

• 8+ years of Customer Success experience in B2B SaaS or enterprise software.
• 3+ years of Customer Success leadership experience.
• Experience managing complex enterprise customers and high-value books of business.
• Proven ownership of retention and expansion outcomes, including NRR, GRR, renewals, adoption, and expansion targets.
• Strong commercial instincts and experience with expansion, product adoption, renewals, and strategic account growth.
• Deep enterprise customer experience, including complex organizations, executive relationships, multi-threading, and measurable business value.
• Strong understanding of customer health and risk management.
• Experience working with technical customer-facing teams such as Customer Success Engineering, Solutions Engineering, Implementation, or Technical Support.
• Executive presence and strong communication skills.
• Ability to balance strategic thinking with hands-on ownership in a fast-moving environment.

Nice to Have

• Experience at a growth-stage SaaS company, particularly Series A–D.

Compensation and Benefits

• Competitive salary of $220,000–$260,000.
• Competitive employee equity.
• 401(k) program.
• Medical, dental, and vision benefits.
• FSA/HSA benefits.
• $175/month commuter benefit.
• Additional wellbeing benefit.
• Flexible paid time off.
• Paid parental leave.
• Professional development stipend.
• Hybrid office policy.
• Lunch and dinner daily.
• Company-sponsored social events.