Director of Customer Success

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

📋 Description

• Establish the Customer Success Function

• Design and execute a comprehensive Customer Success strategy, processes, and tools from the ground up

• Create customer lifecycle frameworks, health scoring systems, and engagement models

• Define success metrics such as churn, retention, expansion, NPS, etc., and establish reporting mechanisms

• Take ownership of net and gross retention objectives, aiming for a minimum of 80%+ GRR in the first year

• Detect risk signals and proactively engage to retain customers

• Develop scalable playbooks for onboarding, adoption, renewal, and expansion initiatives

• Utilize AI and automation tools to enhance customer engagement and insights

• Consistently improve workflows to lessen manual efforts while upholding quality

• Identify opportunities to integrate intelligent automation throughout the customer journey

• Act as the key coordinating point across Sales, Product, Marketing, and Support teams

• Lead cross-functional projects to enhance customer results

• Influence the product roadmap and go-to-market strategies based on customer feedback

• Cultivate relationships with key customers requiring high-touch engagement

• Balance digital-first interactions with strategic human engagement

⛳️ Requirements

• Demonstrated experience in building or scaling a Customer Success function within a SaaS organization

• Proven history of decreasing churn and enhancing retention metrics

• Experience managing multiple products or product lines

• Proven ability to lead product migrations or significant customer transitions

• Comfortable working in a highly automated, data-centric environment

• Experience in building or implementing AI-assisted workflows in Customer Success—examples include AI-generated health scoring, automated QBR summaries, LLM-powered onboarding nudges, or AI triage for support escalation.

• Strong cross-functional leadership abilities; effective in virtual team settings

• Exceptional communication and customer relationship management skills

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Comprehensive health, dental, and vision insurance

• Flexible work hours and remote work opportunities

• Professional development and training programs

• A collaborative and innovative work environment