Director of Customer Success

About the role

We’re looking for a Director of Customer Success to lead and scale our post-sale customer organization across both strategic account management and high-volume customer success operations.

This role will oversee two core functions

• Account Management - relationship management, enablement, retention, and growth for larger accounts
• Customer Success - high-volume support and technical support for self-serve and single-payer customers

The ideal candidate is both operationally strong and customer-centric, with experience leading account management teams, scaling customer operations, improving technical support processes, and partnering cross-functionally with Product, Engineering, Sales, and Growth teams.

What You’ll Do

Lead Account Management

• Oversee account management and customer engagement for larger customers and strategic accounts
• Lead and develop a team of Account Managers, while helping build and scale the organization as our enterprise business grows.
• Partner closely with Sales on onboarding, renewals, expansions, customer health, and escalations
• Support customer enablement and adoption to drive retention and long-term account growth
• Develop structured engagement strategies, lifecycle programs, and operational playbooks for larger accounts
• Ensure enterprise customers receive proactive communication, strategic guidance, and strong ongoing support
• Partner with Product and Engineering to surface customer needs, feature requests, and product feedback from strategic accounts

Lead Customer Success Operations

• Oversee high-volume customer success and technical support operations across email, chat, and other support channels
• Manage and support the Senior Manager responsible for the Customer Success Team
• Increase the use of AI, automation, and tooling improvements to improve team efficiency while maintaining a high-quality customer experience
• Partner with Growth and Marketing to improve 1:many communication channels and experience.
• Drive the customer feedback and feature request process to ensure insights from customers are consistently incorporated into product planning
• Partner with Product and Engineering to identify recurring customer pain points and improve product usability
• Support the team that acts as product experts for Sales, including trial support, customer enablement, and product guidance
• Develop operational reporting and data analysis to identify trends, customer risks, product gaps, and opportunities for improvement

What You’ll Need

• 7+ years of experience in customer success, support, account management, or related customer-facing leadership roles
• Experience leading account management or customer success teams in a SaaS environment
• Experience scaling customer-facing teams and processes in a high-growth company
• Strong operational and analytical mindset with experience using data to drive decisions and process improvements
• Experience managing technical support or product support organizations
• Ability to partner effectively with Product, Engineering, Sales, and Growth teams
• Experience supporting SaaS onboarding, customer enablement, retention, and expansion initiatives
• Strong communication, leadership, and organizational skills
• Startup or high-growth SaaS experience preferred

What Success Looks Like

• Strong customer retention and growth across strategic accounts
• A scalable account management organization that evolves alongside the Sales team
• Faster, more effective customer support and technical issue resolution
• Clear and actionable customer feedback loops into Product and Engineering
• Improved onboarding, enablement, trial conversion, and customer engagement
• Strong operational visibility and reporting across customer-facing teams

Pay and benefits

The annual base salary for this position ranges from $165,000 - $200,000 plus equity and benefits. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer low deductible health plans, as well as flexible time away and family leave programs.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.