Director of Customer Success

Role Overview

• Define and execute the overall Customer Success strategy aligned with company growth and retention goals.
• Build, lead, and mentor a team of Customer Success Managers and onboarding specialists.
• Develop scalable processes for onboarding, adoption, health monitoring, renewals, and expansion.
• Drive expansion in existing customers through upselling existing capabilities, cross-selling new capabilities or driving adoption and utilization by our customers’ customers.
• Establish and track KPIs, including retention, net revenue retention (NRR), adoption metrics, and customer satisfaction (CSAT/NPS).
• Partner closely with Sales, Solutions Engineering, Product, and Support to ensure seamless customer lifecycle management.
• Ensure compliance, security, and operational expectations are met for regulated customers.
• Develop and implement low-touch/tech-touch programs to efficiently serve lower-tier and PLG segments while maintaining quality engagement
• Create and execute customer advocacy programs, including reference programs, case studies, and advisory boards to amplify customer voice
• Forecast renewals and expansion pipeline with accuracy, providing regular reporting to executive leadership on retention and growth metrics
• Translate customer feedback and product usage data into actionable insights for Product and Engineering teams to influence roadmap priorities
• Design and deliver Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that demonstrate ROI and strategic value alignment

Requirements

• 6+ years of experience in Customer Success, Account Management, or related client-facing roles in B2B technology companies.
• 2+ years of leadership experience managing and scaling customer success teams.
• Experience supporting enterprise or government customers with complex technical solutions.
• Proven track record of driving retention, expansion, and measurable customer outcomes.
• Strong operational and analytical skills with experience building KPIs and reporting frameworks.
• Excellent executive-level communication and relationship management skills.
• Exceptional executive presence with ability to lead C-level conversations that drive strategic alignment and business value
• Experience managing both high-touch enterprise accounts and scaled/digital customer success motions
• Experience with technical SaaS products including APIs, integrations, webhooks, and cloud-based technologies; ability to bridge technical and non-technical conversations

Tech Stack

• Cloud

Benefits

• Healthcare plans with 100% premium coverage for employees and partial coverage available for dependents
• Dental and Vision plans with 100% premium coverage for employees and their dependents
• Short/Long-term disability and life insurance plans with 100% premium coverage for employees
• FSA/HSA and 401k programs
• Equity compensation
• 20 days of PTO per year
• 12 weeks of Parental Leave
• Learning and Development budget
• Monthly wellness benefits
• Annual company-sponsored offsite
• Daily in-office lunch through UberEats
• Commuter benefits
• Remote Fridays
• Happy Hours and other local events