Director of Customer Success

This is a fully remote position, open to applicants in New York.

📋 Description

• Develop and oversee the comprehensive Customer Success operating model, which includes segmentation, playbooks, health scoring, QBRs, and the Customer Success technology stack.

• Take responsibility for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and churn; implement proactive strategies for renewals and growth.

• Design a personalized onboarding experience that emphasizes rapid value delivery, robust product adoption, and early risk identification.

• Act as a trusted advisor and senior escalation resource for key stakeholders among customers.

• Collaborate with Product to shape roadmap priorities, work with Sales for smooth transitions, and engage with Marketing to foster customer advocacy.

• Recruit, mentor, and grow a high-achieving Customer Success team aimed at delivering measurable customer results.

• Establish and lead the post-sale function from inception, defining the customer journey from onboarding through to expansion and creating scalable playbooks, metrics, and team organization.

⛳️ Requirements

• Over 7 years of experience in B2B SaaS Customer Success or Account Management, including at least 3 years in a managerial role.

• Demonstrated success in building or expanding a Customer Success function while enhancing retention and reducing churn.

• Ability to navigate ambiguity, create structure, and actively engage with key clients.

• Proficient in SaaS metrics (GRR, NRR), implementing Customer Success tools, and influencing Product and Sales teams.

• Experience in B2B technical SaaS is essential.

• A background in cybersecurity is highly preferred.

• Experience in high-growth or early-stage companies is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Monthly connectivity reimbursement.

• Unlimited paid time off.

• 401(K) Retirement Savings Plan.

• Competitive salary and meaningful equity: Everyone has a significant stake in the company.