About this role

Own NRR, retention, and onboarding outcomes across the Customer Success organization
Build and scale CS through AI, automation, and systems thinking
Own relationships with our largest, most strategic accounts
Step in directly when needed to stabilize or expand key accounts
Design and evolve engagement models across customer segments
Hire, coach, and develop CS managers and ICs into a high-performing team
Partner with Sales, Product, Engineering, and Marketing

10+ years in Customer Success or related customer-facing roles
Proven track record driving NRR, retention, and adoption outcomes at a B2B SaaS company
Hands-on experience with AI and automation in a CS context
Strong executive presence
Demonstrated ability to scale CS programs
Experience managing and expanding strategic customer accounts
Strong operational acumen
A collaborative leader who welcomes debate

100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
16 weeks paid parental leave
unlimited PTO
stipends for remote work and wellness
a professional development budget

Senior Director, Customer Success

Key skills