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Director, Customer Success
Location
California
Posted
79 days ago
Salary
$140K - $180K / year
Seniority
Lead
Job Description
Director, Customer Success
Descript
• Manage, mentor, and grow a team of Customer Success Managers responsible for onboarding, adoption, retention, and expansion across strategic Enterprise accounts. • Establish team operating rhythms, KPIs, and performance expectations that reinforce customer value and commercial outcomes. • Build a culture of curiosity, collaboration, accountability, and continuous improvement. • Build scalable CS programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation. • Work with the VP of Sales to define the long-term CS vision, success metrics, and organizational structure as the team grows. • Implement systems and tooling to enable visibility, efficiency, and data-driven decision making across the customer lifecycle. • Oversee executive-level engagement strategies and ensure CSMs are positioned as trusted advisors to our most strategic accounts. • Partner with Sales leadership to co-own revenue outcomes including retention, renewal execution, and expansion opportunities. • Develop frameworks to identify customers at risk, intervene proactively, and ensure long-term health of accounts. • Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support. • Translate customer insights into clear opportunities, informing roadmap prioritization and product strategy. • Ensure the CS organization is tightly integrated into product adoption feedback loops and launch processes. • Build repeatable programs that support both high-touch Enterprise accounts and scalable low-touch motions. • Improve onboarding experiences, customer education programs, and internal enablement materials. • Establish best practices around customer lifecycle management, stakeholder mapping, success planning, and executive QBRs.
Job Requirements
- 8–10+ years in Customer Success, including 3+ years leading CSM teams at high-growth SaaS companies.
- Demonstrated success building CS programs, processes, and playbooks in fast-moving or early-stage environments.
- Proven track record driving retention, adoption, and expansion within Enterprise (5,000+ employee) organizations.
- Experience partnering closely with Sales to align on strategies for growth and long-term customer value.
- Strong executive communication skills, with the ability to influence stakeholders from practitioner to C-suite.
- Comfort leading both strategic high-touch engagements and more scalable low-touch motions.
- A builder’s mindset - resourceful, curious, and excited to create systems where none exist.
- Experience working with PLG or freemium user bases, particularly those with broad horizontal adoption.
Benefits
- generous healthcare package
- 401k matching program
- catered lunches
- flexible vacation time
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