Lead and develop a team of CSMs, and Support Specialists setting performance standards, coaching, and building a high-accountability, customer-obsessed culture.
Own the full post-sale customer lifecycle: onboarding, adoption, value delivery, expansion, and renewal with direct accountability for GRR, CSAT, and other core metrics.
Establish and iterate on scalable CS playbooks, segmentation models, and engagement frameworks that align to customer outcomes and product usage signals.
Oversee the Customer Support function, ensuring SLA adherence, resolution quality, and a feedback loop back into Product and Engineering.
Partner closely with Sales, Marketing, and Product as part of the Revenue org — aligning on ICP, pipeline health, and customer stories that fuel growth.
Build and maintain executive-level relationships with strategic accounts, stepping in as an escalation point and executive sponsor when needed.
Help to define and own the CS team's OKRs, reporting cadences, and health scoring methodology; present insights and business reviews to the leadership team.

7+ years in Customer Success, with 3+ years in a Director-level or senior people manager role
Proven track record managing a team of 10+ in a B2B SaaS environment
Demonstrated ownership of NRR, GRR, or logo retention targets
Deep experience building or scaling CS motions
playbooks, health scores, QBR frameworks
Strong cross-functional collaboration with Sales, Marketing, and Product
Comfortable using data to drive decisions
Salesforce, Gainsight, ChurnZero, Custify or similar

Director, Customer Success

Key skills