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Seeking a seasoned Director of Customer Success to build strong customer relationships, drive adoption, and ensure long-term retention and growth. This role requires a balance of professionalism, warmth, and executional discipline. You’ll be responsible for leading and developing a high-performing CS team while also serving as a visible company ambassador at trade shows and industry events.

Responsibilities:

Leadership & Culture

·      Lead, mentor, and grow a team of CSMs, building a culture of accountability, care, and performance.

·      Set clear expectations and ensure the team consistently delivers exceptional customer experiences.

Customer Advocacy & Success

·      Serve as the voice of the customer internally—championing what truly matters, while setting realistic expectations on what doesn’t.

·      Drive adoption, engagement, and retention across our customer base.

·      Proactively manage executive relationships with key customers, ensuring their strategic goals are achieved.

Cross-Functional Collaboration

·      Partner with Sales, Product, and Operations to remove friction points, deliver value, and drive measurable business outcomes.

·      Translate customer insights into actionable feedback for product and leadership teams.

Execution & Communication

·      Ensure CS processes are buttoned up and scalable, from onboarding to renewals.

·      Be a top-level communicator—whether presenting to executives, engaging with customers, or representing the company at events.

·      Travel to industry trade shows, conferences, and customer sites as needed.

Qualifications

·      5–10 years of experience in Customer Success, Account Management, or related roles within SaaS.

·      Proven track record of leading teams and building culture in a high-growth environment.

·      Ability to navigate broad business contexts and align CS initiatives with company objectives.

·      Strong executive presence, with excellent written and verbal communication skills.

·      Hands-on, “get things done” mentality with the ability to work across functions.

·      Deep care for the customer and passion for delivering measurable value.

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