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.
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
Strategic Customer Success Manager
Own post-sale growth for large enterprise accounts at Retool. Build executive relationships, identify expansion opportunities, run internal marketing programs, and partner with AEs to drive adoption and measurable business outcomes.
Senior Manager, Implementations
Lead and scale a team of Implementation Managers responsible for customer onboarding from contract to 90 days. Own metrics, hiring, coaching, and cross-functional coordination for enterprise B2B SaaS launches.
Enterprise Customer Success Manager
Owns a portfolio of enterprise customers, driving onboarding, adoption, expansion, and renewal while serving as a trusted AI workflow advisor. Requires 6+ years in Customer Success or Enterprise SaaS with proven commercial ownership.
Director, Customer Experience
Lead strategy, operations, and performance of Digital Adoption & Premium Support teams to drive customer satisfaction, retention, and product adoption. Requires 8+ years in CX/CS/support leadership with AI-first operations experience.
Founding Customer Success Manager
Founding CSM to own enterprise accounts end-to-end, drive adoption and renewals, and build the Success function from scratch at an AI automation platform. Requires 6+ years in CS/AM/SE and strong technical curiosity.