Director, Customer Success
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Job Description
Director of Customer Success overseeing customer retention and expansion efforts in B2B SaaS environment. Leading and developing teams while driving strategic customer engagement and success metrics.
Responsibilities:
- Lead, coach, and manage a team of Customer Success Managers
- Own customer retention, renewal, and expansion outcomes across segments
- Set customer success strategy, segmentation, and engagement models
- Establish success metrics, health scores, and operating rhythms
- Partner with Sales on handoffs, renewals, and expansion opportunities
- Collaborate with Product, Support, and Marketing to address customer needs and feedback
- Identify churn risks and drive proactive mitigation strategies
- Scale processes, playbooks, and tooling to support growth
- Build strong relationships with key Customer decision makers and act as a point of escalation as needed
Requirements:
- 8+ years of B2B SaaS Customer Success or Account Management experience
- 3+ years of people management experience
- Proven track record of driving retention and expansion
- Experience leading Enterprise customer segments and executing on complex renewals
- Strong analytical, communication, and coaching skills
- Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics a plus
- Ability to balance strategic thinking with hands-on execution
- Collaborative leader with a bias toward action and continuous improvement.
Benefits:
- Health insurance
- Performance bonuses
- Remote work options
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