Director of Customer Success

📋 Description

• Own overall CS strategy, retention, and expansion targets with accountability for NRR and churn.
• Drive adoption by increasing product usage breadth and depth across accounts.
• Coach and support CS team while engaging with strategic accounts when needed.
• Lead, develop, and scale CS org; hire and onboard future team members.
• Build and refine a scalable CS playbook for onboarding, adoption, renewal, expansion, and
• Establish success plans and health frameworks to improve outcomes.

🎯 Requirements

• Proven experience leading Customer Success in a B2B SaaS environment, including team management and
• Track record of owning retention and expansion metrics and coaching teams to targets.
• Hands-on leader who engages in strategic or complex customer situations while leading the broader
• Experience creating or improving CS processes and playbooks in fast-growing settings.
• Deep 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 org within a fast-growing SaaS environment.
• Direct collaboration with founders and senior leadership with influence over strategy.
• Shape scalable processes and long-term customer relationship strategies from an early stage.
• Work within a profitable, high-growth organization with market momentum.
• High ownership, autonomy, and entrepreneurial responsibility.
• Collaborative culture focused on impact and accountability.