Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success.

Key Responsibilities

• Lead and elevate a Customer Success team of approximately 10 members across multiple customer segments
• Redesign and optimize onboarding, engagement, retention, and expansion workflows
• Implement scalable systems and dashboards to improve reporting, performance analytics, and account health visibility

Required Qualifications

• 6-10+ years in Customer Success or Account Management, with 2-4+ years in leadership roles in early-stage B2B SaaS companies
• Deep experience in overhauling Customer Success processes, reporting, and organizational structure
• Proven ability to lead cross-functional initiatives involving Product, Engineering, and Data teams
• Experience supporting high-touch SaaS implementations with white-glove onboarding
• Tech-savvy and fluent in tools like Hubspot, Intercom, and product analytics platforms