Director, Customer Success

The opportunity

The Director of Customer Success is a key leadership role responsible for driving the vision, strategy, and execution of the Customer Success department at Espresa. This role oversees large-scale initiatives, accounts, and teams while partnering closely with the VP of Customer Success to align departmental goals with broader business objectives.

As one of two Directors within the department, this individual must be highly collaborative, working closely with their peer Director to ensure a consistent experience across all Customer Success Managers (CSMs) regardless of reporting lines. They will also work in tandem with the Head of Account Management to align on commercial outcomes, ensuring renewals are secured and expansion opportunities are enabled.

This is a role for a leader who operates at multiple altitudes: equally comfortable setting strategy, building scalable processes, and getting into the details when it matters. The ideal candidate brings strong technical fluency with the Espresa platform, a sharp eye for detail, and the ability to be a credible, informed voice with both customers and the Product team.

The role

Leadership & Strategy

• Take ownership of establishing a structured strategic planning process for the CS team, including goal-setting cadences, segment-level planning, and alignment with broader business objectives -- in close partnership with the VP of Customer Success.

Strategic Collaboration

• Work hand-in-hand with the peer Director of Customer Success to standardize processes, tools, and methodologies, ensuring a unified and consistent experience for all CSMs and customers.

Product Partnership & Customer Advocacy

• Serve as the primary voice of the customer and admin with the Product team, synthesizing technical feedback from across the portfolio into clear, prioritized input on roadmap decisions.
• Build a deep, functional understanding of how Espresa is configured and used at the admin level to diagnose issues, identify patterns, and advocate for product changes that reduce friction for customers and the CS team.
• Maintain a close feedback loop with Product on escalations, bugs, and systemic gaps, ensuring customer and admin pain points translate into actionable product improvements.
• Work across departments to solve key business challenges, maintaining a clear perspective on team gaps and opportunities. Engage with leadership to gain executive buy-in for advancing strategic initiatives.

Technical Depth & Platform Fluency