Director, Customer Success
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Job Description
Director of Customer Success at Popl leading customer experience in B2B SaaS. Overseeing lifecycle from onboarding to renewal with measurable growth responsibility.
Responsibilities:
- Lead and develop a team of CSMs, and Support Specialists setting performance standards, coaching, and building a high-accountability, customer-obsessed culture.
- Own the full post-sale customer lifecycle: onboarding, adoption, value delivery, expansion, and renewal with direct accountability for GRR, CSAT, and other core metrics.
- Establish and iterate on scalable CS playbooks, segmentation models, and engagement frameworks that align to customer outcomes and product usage signals.
- Oversee the Customer Support function, ensuring SLA adherence, resolution quality, and a feedback loop back into Product and Engineering.
- Partner closely with Sales, Marketing, and Product as part of the Revenue org — aligning on ICP, pipeline health, and customer stories that fuel growth.
- Build and maintain executive-level relationships with strategic accounts, stepping in as an escalation point and executive sponsor when needed.
- Help to define and own the CS team's OKRs, reporting cadences, and health scoring methodology; present insights and business reviews to the leadership team.
Requirements:
- 7+ years in Customer Success, with 3+ years in a Director-level or senior people manager role
- Proven track record managing a team of 10+ in a B2B SaaS environment
- Demonstrated ownership of NRR, GRR, or logo retention targets
- Deep experience building or scaling CS motions - playbooks, health scores, QBR frameworks
- Strong cross-functional collaboration with Sales, Marketing, and Product
- Comfortable using data to drive decisions - Salesforce, Gainsight, ChurnZero, Custify or similar
Benefits:
- Fully remote
- Competitive salary
- Meaningful equity
- Full insurance & benefits
- Unlimited PTO
- $150 monthly wellness credit
- Constant daily learning
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