Director of Customer Success

Accountabilities

• • Own overall Customer Success strategy, retention, and expansion targets, with direct accountability for net revenue retention (NRR) and churn outcomes.
  • Drive customer adoption by increasing both the breadth and depth of product usage across accounts.
  • Coach, enable, and support the Customer Success team while personally engaging with strategic accounts when additional leadership or intervention is required.
  • Lead, develop, and scale the Customer Success organization, including hiring and onboarding future team members.
  • Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption, renewal, expansion, and ongoing account management.
  • Establish success plans, customer health-scoring frameworks, account management standards, and other processes that improve customer outcomes.
  • Partner closely with Sales, Product, Engineering, and other teams to communicate customer needs and represent the voice of the customer.
  • Maintain accurate customer health visibility, forecasting, and reporting through HubSpot, Salesforce, or comparable CRM platforms.
  • Identify customer risks and expansion opportunities proactively and present actionable recommendations to senior leadership.
  • Develop processes that are directly connected to measurable retention, adoption, and expansion outcomes rather than administrative activity alone.

  Requirements

  • Proven experience leading Customer Success within a B2B SaaS environment, including experience managing and developing teams.
  • Demonstrated success owning retention and expansion metrics and coaching teams toward consistent performance against business targets.
  • Hands-on leadership approach with the ability to personally step into strategic or complex customer situations while continuing to lead effectively through the broader team.
  • Experience developing or improving Customer Success processes and playbooks in an early-stage, high-growth, or rapidly evolving environment.
  • Strong understanding of the complete customer lifecycle, including onboarding, adoption, renewal, retention, and expansion.
  • Consultative mindset with the ability to ask insightful questions, uncover customer challenges, and recommend practical solutions.
  • High degree of autonomy, accountability, and initiative, with the ability to identify priorities and take action without extensive direction.
  • Strong proficiency with HubSpot, Salesforce, or similar CRM and customer management platforms.
  • Excellent written and spoken English, with the ability to communicate effectively with customers, executives, and cross-functional teams.
  • Experience with customer health-scoring or Customer Success platforms such as Gainsight, Vitally, or similar tools is a plus.
  • Familiarity with partner-led or channel-influenced Customer Success models is an advantage.

  Benefits

  • Opportunity to build and lead a Customer Success organization within a fast-growing SaaS environment.
  • Direct collaboration with founders and senior leadership, with meaningful influence over Customer Success strategy and company growth.
  • Opportunity to shape scalable processes and long-term customer relationship strategies from an early stage.
  • Work within a profitable, high-growth organization with strong market momentum.
  • High level of ownership, autonomy, and entrepreneurial responsibility.
  • Collaborative culture focused on impact, accountability, and practical execution.
  • Fully remote work environment.
  • Schedule must accommodate US East Coast working hours.