Director of Customer Success

Role Overview

• Develop and execute a comprehensive customer success strategy aligned with business objectives and revenue goals
• Transform operations by implementing data-driven processes, playbooks, and success frameworks
• Define and track key metrics (NRR, GRR, CSAT, NPS, product adoption, health scores) and use insights to drive continuous improvement
• Partner closely with Sales, Product, Services and Marketing to ensure seamless customer journey and advocate for customer needs
• Build a high-performance culture focused on customer outcomes, accountability, and continuous learning
• Establish clear goals, performance metrics, and career development paths for team members
• Lead a team of four customer success and customer support representatives
• Optimize customer segmentation, engagement models, and resource allocation strategies
• Implement and refine CS technology stack (CRM, CS platforms, analytics tools) to improve efficiency and insights
• Create scalable onboarding, adoption, and expansion playbooks that drive consistent customer outcomes
• Establish early warning systems and intervention strategies to reduce churn and identify expansion opportunities
• Own executive relationships with key accounts and serve as an escalation point for complex customer situations
• Conduct regular business reviews and strategic planning sessions with customers
• Gather customer feedback and insights to inform product roadmap and go-to-market strategies
• Serve as the voice of the customer internally, advocating for improvements across the organization

Requirements

• 7+ years in Customer Success, Account Management, or related customer-facing roles in B2B SaaS
• 3+ years in leadership positions, managing and developing high-performing teams
• Proven track record of improving retention rates, driving expansion, and optimizing CS operations
• Experience building scalable processes and implementing CS best practices in a growth-stage environment
• Strong understanding of SaaS metrics, customer health scoring, and data-driven decision making
• Prioritizing candidates in ET and CT given overlap with existing team working schedules

Skills & Competencies

• Strategic thinker with strong execution capabilities and attention to detail
• Excellent communication and presentation skills with the ability to influence at all organizational levels
• Data-driven approach to problem-solving with proficiency in CS platforms and CRM systems
• Strong business acumen with ability to connect CS activities to revenue outcomes
• Change management expertise with a track record of successfully transforming operations
• Collaborative mindset and ability to work cross-functionally in a remote environment

Travel

• Ability to travel for on-site, in-person leadership meetings five times per year

Benefits

• This is a full-time position where salary and equity will be based on experience; compensation will range from $170,000 to $210,000 USD per year.
• TestAssure offers employees a comprehensive benefits package including health insurance and a 401k / retirement plan with matching contribution.