Director, Customer Success

Lead & Develop a High-Performing CSM Team:

• Manage, mentor, and grow a team of Customer Success Managers.
• Establish team operating rhythms, KPIs, and performance expectations.
• Build a culture of curiosity, collaboration, accountability.

Define & Operationalize Customer Success at Descript:

• Build scalable CS programs, processes, and playbooks.
• Work with the VP of Sales to define the long-term CS vision.
• Implement systems and tooling to enable visibility.

Drive Customer Outcomes Across Our Enterprise Portfolio:

• Oversee executive-level engagement strategies.
• Partner with Sales leadership to co-own revenue outcomes.
• Develop frameworks to identify customers at risk.