Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success to lead and scale their Customer Success function.

Key Responsibilities

• Lead, support, and grow a high-performing Customer Success team
• Design and scale Customer Success programs to improve onboarding, retention, and account expansion
• Collaborate cross-functionally to enhance the customer journey and act as the main point of escalation for complex account issues

Required Qualifications

• 7+ years in Customer Success at a B2B SaaS company, including 3+ years in a leadership role
• Proven success in designing and scaling Customer Success programs that drive retention and expansion
• Strong grasp of customer health scoring, churn drivers, and GRR/NRR metrics
• Excellent leadership and coaching skills, especially with remote teams
• Analytical and data-driven, with the ability to turn insights into strategy