Director of Customer Success

Role Overview

• Own renewal outcomes and retention targets across DoorLoop’s post-onboarding customer base.
• Drive strong product adoption by defining success milestones, usage benchmarks, and value realization frameworks aligned to customer goals.
• Ensure CSMs proactively manage risk, identify churn signals early, and execute effective save and renewal strategies.
• Serve as a highly data-driven leader who can translate funnel metrics into corrective action, surface risks early, and share clear points of view using data.
• Own upsell and expansion revenue targets in partnership with Sales and Revenue leadership.
• Build scalable CS-led expansion motions tied to lifecycle moments, product adoption, and customer outcomes.
• Establish clear forecasting, pipeline discipline, and repeatable playbooks to drive NRR over time.
• Lead and develop a multi-segment Customer Success organization, including Dedicated CSM Team Manager (8 reports), SMB Team Manager (3 reports), Enterprise CSM team (2 CSMs).
• Recruit, onboard, coach, and develop high-performing Customer Success talent.
• Build scalable training, playbooks, and certification programs that enable CSMs to operate as trusted advisors.
• Maintain executive-level relationships with key customers and engage directly in strategic renewals and escalations as needed.
• Partner with Marketing to scale advocacy, including: Improved NPS performance, Increased referrals, High-quality case studies and customer storytelling.
• Strengthen DoorLoop’s customer community and long-term loyalty engine.
• Own Customer Success forecasting, reporting, and operating cadence tied to adoption, renewals, churn risk, and expansion health.
• Continuously refine segmentation, coverage models, and customer engagement strategies to support scale.
• Ensure strong documentation hygiene and consistent execution across Vitally, Salesforce, and CS tooling.
• Champion innovation within CS by leveraging automation, AI-driven insights, and predictive health signals.
• Partner with Product, Data, and Engineering to improve churn risk detection, adoption tracking, and expansion opportunity surfacing.
• Drive adoption of workflows that automate low-value work so CSMs can focus on high-impact engagement.

Requirements

• Proven experience improving Gross Revenue Retention (GRR) & running upsell/expansion/cross-sell motions (to drive NRR) at scale in another high-velocity, high-growth SaaS environment.
• Experience running at-scale, digitally-led scaled CS motions with proven results.
• Proven experience having developed programs or initiatives that meaningfully increased product attach rate across the customer base in a scalable way.
• Demonstrated ability to lead through systems, data, and execution cadence — not just relationship management.
• 8+ years of experience in Customer Success, Account Management, or customer-facing leadership roles within B2B SaaS.
• Experience leading and scaling Customer Success teams in high-velocity, high-growth environments.
• Strong operational background with comfort owning forecasting, health systems, playbooks, and performance metrics.
• Experience partnering cross-functionally with Product, Sales, Marketing, Professional Services, and Support.
• Experience leveraging AI, automation, or technology-driven approaches to improve customer outcomes and team efficiency.
• A hands-on, execution-oriented leader who thrives in fast-paced, growth-stage environments.
• Highly analytical, structured, and comfortable turning insights into action.
• Customer-obsessed, with high standards for retention, value delivery, and advocacy.
• Collaborative, low-ego, and highly effective cross-functionally.
• Energized by scale challenges and driven by measurable outcomes.

Benefits

• Unlimited paid time off: take unlimited personal, sick, and vacation days.
• 401(k): plan for retirement with 4% matching and instant vesting.
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans.
• Life insurance: $100,000 policy fully covered by DoorLoop.
• Disability insurance: short
• and long-term disability insurance fully covered by DoorLoop.
• Paid parental leave: paid maternity and paternity leave for birth and adoption.
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success.