Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success.

Key Responsibilities

• Lead and scale a high-performing Customer Success team
• Own and report on core SaaS metrics: NRR, churn, expansion, adoption, and customer health scores
• Design and optimize playbooks for onboarding, adoption, and renewals

Required Qualifications

• 5+ years in Customer Success or Account Management roles in B2B SaaS; 3+ years in leadership
• Strong experience managing and reporting on SaaS metrics and customer health
• Deep familiarity with the Atlassian ecosystem, especially Jira and Confluence
• Comfortable working with DevOps and technical buyer personas
• Strong command of tools like Hubspot, Jira, BI tools, and customer engagement platforms