Director of Customer Success – Account Management

Role Overview

• Lead the entire post-sales organization
• New customer onboarding
• The support function (AI-first strategy)
• All post-sales commercial ownership (renewals & expansion)
• Build & Develop a High-Performance CS Organization
• Recruit, hire, onboard, and develop top-tier CSMs, Account Managers, and Support professionals
• Establish performance metrics and accountability frameworks
• Create a culture of continuous coaching, mentoring, and performance improvement
• Optimize post-sales commercials
• Develop and implement structured renewal and expansion playbooks
• Track, manage, and forecast renewal and upsell opportunities
• Lead an AI-First Support & Onboarding Strategy
• Redesign onboarding to accelerate time-to-value
• Build scalable, repeatable playbooks across the customer lifecycle
• Improve CSAT through structured feedback loops
• Diagnose and report on reasons for customer churn

Requirements

• 7+ years in B2B SaaS Customer Success / Account Management
• Experience owning NDR/GRR within a meaningful revenue base
• Demonstrated success managing renewals and expansion targets
• Experience implementing scalable support and onboarding systems utilizing AI
• Fluency and comfort in analyzing customer segmentation/tiering to optimize headcount and book of business load as we scale
• Proven ability to build and develop teams
• Commercial operator with revenue forecasting rigor
• Strong analytical skills with deep CRM and CS platform fluency
• Proactive operator who leverages AI and automation
• Experience building playbooks and modern CS operating models
• Ability to balance strategic thinking with hands-on execution
• Executive presence and strong cross-functional partnership skills

Benefits

• PTO
• 100% company paid medical, dental, and vision insurance
• FSA options
• 401k + matching for our employees
• New hire equity
• Quarterly bonus structure tied to NDR/GRR performance
• Continuous learning
• Feedback culture
• Collaboration across cross-country teams
• We celebrate diversity across race, gender, age, orientation, religion, disability, and background