Director of Customer Success
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Job Description
Director of Customer Success leading customer adoption and relationship management for AI company. Driving retention and growing enterprise ARR in a high-growth environment.
Responsibilities:
- Establish strong, scalable customer relationships that drive adoption, retention, and expansion
- Lead a world-class team of Customer Success Managers (CSMs) and partner deeply with Engineering-led Customer Success Engineers (CSEs) and Forward Deployed Engineers (FDEs)
- Direct accountability for protecting and growing our Enterprise ARR
- Implement and enforce a rigorous "Success Criteria" mandate
- Optimize the "Internal Knowledge Transfer" (IKT) process
- Drive the team to achieve 90-Day ROI Focus milestones
- Partner with CSEs to manage the "Technical Red Flag" system
- Define a standardized renewal motion with fixed cadence
Requirements:
- 8–10+ years in Customer Success leadership, specifically within complex, developer-centric SaaS or AI platforms (e.g., Databricks, Snowflake, Amplitude, or similar).
- Proven track record of managing both CSMs and high-touch Technical Account Managers (TAMs) or CSEs. You know how to lead technical people toward business outcomes.
- You have successfully built and scaled CS teams from $10M to $50M+ ARR in a high-growth environment.
- Strong background in NRR, churn analysis, and renewal negotiation. You view Customer Success as a revenue-generating function, not a cost center.
- While you are a business leader, you are comfortable discussing AI architecture, LLMs, and API integrations with CTOs and Lead Developers.
Benefits:
- Flexible hours and a dedicated remote budget
- A stipend for professional development & 6 paid education days to help you grow within your role
- Unlimited PTO + paid sick leave + paid public holidays
- A MacBook, and other tech to help you do your job
- We have regular remote team events, as well as an annual company-wide offsite
- Health benefits
- 401(k) contribution with up to 4% match
- Equity options
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