Director of Customer Success

about the company

Our client is a high-growth B2B SaaS company transforming how enterprises manage their operations. With Series B funding from top-tier VCs and a rapidly expanding customer base, they're building the team to scale.

what we're looking for

We're looking for a Director of Customer Success to lead the post-sales organization and drive customer retention, expansion, and advocacy. You'll build and manage a team of CSMs while establishing processes for a scaling organization.

responsibilities

• Lead and scale the Customer Success team
• Drive net revenue retention and expansion targets
• Establish customer health scoring and early warning systems
• Build onboarding and adoption playbooks
• Partner with Product on customer feedback loops
• Report on key CS metrics to executive leadership

qualifications

• 7+ years in Customer Success, with 3+ in leadership roles
• Experience scaling CS teams at B2B SaaS companies
• Strong analytical and data-driven approach
• Excellent communication and relationship-building skills
• Experience with CS platforms (Gainsight, Totango, etc.)