Director of Customer Success

Accountabilities:

• Own overall Customer Success strategy, retention, and expansion targets, with direct accountability for net revenue retention (NRR) and churn outcomes.
• Drive customer adoption by increasing both the breadth and depth of product usage across accounts.
• Coach, enable, and support the Customer Success team while personally engaging with strategic accounts when additional leadership or intervention is required.

Requirements:

• Proven experience leading Customer Success within a B2B SaaS environment, including managing and developing teams.
• Demonstrated success owning retention and expansion metrics and coaching teams toward consistent performance.
• Hands-on leadership approach with ability to step into complex customer situations while leading through the broader team.

Benefits:

• Opportunity to build and lead a Customer Success organization within a fast-growing SaaS environment.
• Direct collaboration with founders and senior leadership with meaningful influence over strategy.
• Fully remote work environment with schedule accommodating US East Coast hours.