Director of Customer Success, SMB

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

📋 Description

• Take charge of adoption, retention, and expansion results for the SMB segment and present them to the executive team.

• Develop the strategy for the 1:many approach across onboarding, adoption, renewal, and expansion.

• Lead, recruit, and cultivate the SMB customer success team.

• Design the team structure, coverage model, and career development paths.

• Enhance the segment operating model, encompassing enrollment thresholds, coverage ratios, capacity planning, and efficiency goals.

• Collaborate with Marketing and Customer Education on workshops, community programming, and lifecycle initiatives.

• Partner with Customer Success Operations to implement the customer journey through data, signals, and automation.

• Coordinate with Sales, Marketing, and Product on expansion signals and the related actions.

• Evaluate the effectiveness of the SMB program and refine team efforts based on data.

⛳️ Requirements

• Over 8 years of experience in Customer Success or Account Management within the SaaS sector, with direct responsibility for retention and adoption results.

• More than 4 years of leadership experience, including developing managers or leading a multi-layered team.

• Proven experience in building or scaling a 1:many, digital-first customer success strategy, including automation, digital campaigns, webinars, and office hours.

• Experience in managing outcomes for a high-volume customer segment.

• Strong operational discipline with segmentation, coverage models, and capacity planning.

• Proficient in utilizing customer data and usage signals to prioritize team efforts and identify potential risks.

• A strategic mindset complemented by operational execution.

• Excellent executive communication skills.

• Ability to influence across Sales, Marketing, Product, and Operations.

🏝️ Benefits

• Employer-paid health insurance (including dependent coverage).

• An employer-matched 401K retirement savings program from day one.

• Paid Parental Leave.

• Stock options.

• Health and wellness reimbursements.

• Paid Time Off (PTO) that increases each year.

• 15 paid holidays, including your birthday.

• Fully remote work arrangement.

• Tools and equipment for home office.