Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop the Customer Success function from the ground up, encompassing its strategy, structure, and operational model.

• Take ownership of customer retention and growth by enhancing GRR, minimizing churn, and boosting NRR and customer lifetime value.

• Create and implement customer segmentation, health scoring, and proactive engagement strategies.

• Establish onboarding, adoption, and renewal playbooks.

• Personally manage a portfolio of key accounts, acting as a trusted advisor and escalation point.

• Select and implement Customer Success tools to enhance account health visibility and forecasting capabilities.

• Collaborate with Sales on handoffs, identify expansion opportunities, and forecast renewals.

• Work with Product on customer feedback loops and provide input for the product roadmap.

• Define and report on Customer Success metrics, including GRR, NRR, churn, customer sentiment, advocacy, and expansion revenue.

• Recruit, build, and lead the Customer Success team as the function evolves.

• Serve as the voice of the customer within the organization, influencing product, marketing, and company strategy.

⛳️ Requirements

• Proven experience in establishing or scaling a Customer Success function from its early stages.

• Extensive background in Customer Success, Account Management, or a related revenue-generating role within B2B SaaS.

• Demonstrated success in achieving measurable improvements in net revenue retention, renewals, and expansion revenue.

• Comfortable managing both strategy and execution, including conducting renewal calls personally.

• Experience in evaluating, selecting, and implementing Customer Success and CRM tools.

• Strong analytical abilities, including metric definition, reporting creation, and data-driven decision-making.

• GRC SaaS experience is preferred; additional SaaS experience in security, compliance, risk, or audit is also welcomed.

• Practitioner-level experience in GRC, compliance, or risk management is a significant advantage.

• Exceptional executive presence and communication skills; adept at collaborating with Sales, Product, and C-suite executives.

• Self-motivated individual who thrives in uncertain and startup settings.

🏝️ Benefits

• Performance-based bonus structure linked to retention and expansion metrics.

• Significant equity in a rapidly growing company.

• Remote-first culture with flexible PTO options.

• Access to a highly supportive leadership team focused on execution.

• Ground-floor opportunity to shape and define a function that becomes essential to company revenue.