Director of Customer Success

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

📋 Description

• Take responsibility for overall retention and expansion objectives, and be accountable for net revenue retention (NRR) and churn metrics.

• Manage customer adoption through both breadth and depth of usage.

• Mentor, empower, and provide ongoing support to the Customer Success team to deepen client relationships and minimize churn, including engaging with strategic accounts as necessary.

• Lead, nurture, and expand the Customer Success team as the organization grows.

• Develop and enhance a scalable, repeatable Customer Success playbook, covering the entire journey from onboarding to renewal and expansion.

• Establish success plans, health scoring systems, and standards for account management.

• Collaborate across departments with Sales, Product, and Engineering to advocate for the customer’s voice.

• Ensure accurate visibility and reporting of customer health within HubSpot or similar CRM platforms.

• Actively identify risks and opportunities, presenting thoughtful, actionable solutions to leadership.

• Recruit and onboard new Customer Success talent as the team expands.

⛳️ Requirements

• Demonstrated experience in B2B SaaS Customer Success leadership, including experience in managing teams.

• Proven history of owning retention and expansion metrics, successfully coaching a team to consistently meet targets.

• Hands-on leadership approach.

• Capable of stepping into a strategic account to resolve issues while also leading through others.

• Experience in developing or refining Customer Success processes in a startup or rapidly growing environment.

• Strong understanding of the entire customer lifecycle: onboarding, adoption, renewal, and expansion.

• Consultative mindset, confident in asking insightful questions, identifying areas for improvement, and proposing effective solutions.

• Highly self-sufficient; able to determine necessary actions without needing direction, and take initiative to execute them.

• Strong proficiency in HubSpot, Salesforce, or comparable CRM tools.

• Exceptional command of the English language, both written and verbal.

🏝️ Benefits

• No ego, complete ownership, and an entrepreneurial culture.