Director of Customer Success

📋 Description

• Own overall CS strategy, retention, and expansion targets with direct accountability for NRR and
• Drive customer adoption by expanding product usage across accounts.
• Coach and support the CS team while engaging with strategic accounts when needed.
• Lead, develop, and scale the CS organization, including hiring and onboarding.
• Build and refine a scalable CS playbook covering onboarding, adoption, renewal, and expansion.
• Establish success plans, health-scoring frameworks, and account management standards.

🎯 Requirements

• Proven experience leading Customer Success within a B2B SaaS environment, including team management
• Success owning retention and expansion metrics and coaching teams toward targets.
• Hands-on leadership with ability to engage in strategic or complex customer situations while
• Experience developing/improving CS processes and playbooks in high-growth settings.
• Strong understanding of the full customer lifecycle (onboarding, adoption, renewal, retention
• Consultative mindset to uncover challenges and propose practical solutions.

🎁 Benefits

• Opportunity to build and lead a CS organization within a fast-growing SaaS environment.
• Direct collaboration with founders and senior leadership with impact over CS strategy and company
• Shape scalable processes and long-term customer relationship strategies from an early stage.
• Work within a profitable, high-growth organization with strong market momentum.
• High ownership, autonomy, and entrepreneurial responsibility.
• Collaborative culture focused on impact, accountability, and practical execution.