Director of Customer Success
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Job Description
Director modernizing customer implementation, support, and success for Paubox’s HIPAA-compliant email security platform. Leading AI-native post-sales operations for 9,000+ customers.
Responsibilities:
- Modernize the full post-sales operation, overseeing customer implementation, support, and success
- Identify and implement AI-native strategies that enable teams to deliver world-class customer experiences
- Own retention performance, renewal forecasting, and expansion alignment with Sales
- Establish and drive a sustainable operating model across post-sale functions, ensuring accountability, predictability, and scalability
- Provide oversight and leadership for implementation, support, and customer success teams
- Drive and report on key performance indicators including retention, churn, and adoption
- Partner with sales, marketing, operations, and product teams to surface customer feedback on products
- Foster a culture of continuous improvement and professional growth
- Lead AI initiatives to modernize onboarding, retention, and growth for 9,000+ customers
Requirements:
- An AI-native mindset
- Hands-on experience implementing AI and other technologies to increase team efficiency while delivering a “right touch” model for customers from SMB to enterprise
- Proven leadership in customer success or account management within B2B SaaS
- A track record of success in high-growth, fast-paced startup environments
- Deep understanding of customer success metrics across the post-sales journey and the ability to turn data into strategy
- Experience with HubSpot and Claude
- A background in the healthcare industry or deep knowledge of HIPAA compliance
- Experience managing and aligning multi-departmental structures
- Applicants must be in the United States
- Ability to operate a company-provided computer effectively for the duration of the workday
Benefits:
- A fully-remote work environment, no RTO here!
- Cigna or Kaiser Permanente healthcare coverage (location dependent)
- Dental and vision insurance through Principal
- 401(k) retirement account
- Sick and vacation time totaling 28 days per year
- 8 paid annual holidays
- Stock option grants
- Company-provided MacBook and other necessary equipment
- $500 quarterly stipend for professional development
- Annual target bonus of $20,000
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