# Director of Customer Success

**Company:** [Sprig](https://hotfix.jobs/companies/sprig)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $220k – $260k/yr
**Experience:** 8+ years
**Skills:** Customer Success, B2B SaaS, Net Revenue Retention, Gross Revenue Retention, Account Management, Customer Health, Risk Management, Enterprise Software, Executive Relationships, Product Adoption, Renewals, Expansion Strategy, Customer Success Engineering, Technical Implementation, QBRs
**Posted:** 2026-09-01

> Leads Sprig’s Customer Success organization across CSM and CSE teams, owning retention, adoption, expansion, customer health, and strategic customer outcomes. Requires 8+ years in B2B SaaS or enterprise Customer Success and 3+ years of leadership experience.

## Job Description

## 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.

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