Director of Customer Success

About the Role:

We are seeking a dynamic and experienced Director of Customer Success to lead and scale our customer success team. In this role, you will be responsible for driving customer satisfaction, retention, and growth by developing strong relationships and aligning our products with customer needs. You’ll work cross-functionally to develop scalable processes, drive key performance metrics, and ensure our customers achieve their desired outcomes.

Key Responsibilities:

Leadership & Strategy:

• Define the customer success strategy and build a high-performing team that supports retention and expansion goals.
• Set clear KPIs, objectives, and OKRs to track customer satisfaction, adoption, and growth.
• Develop and execute scalable processes for onboarding, support, renewals, and expansions.

Customer Experience & Retention:

• Own the end-to-end customer lifecycle from onboarding to renewal and expansion.
• Monitor customer health metrics and build strategies to improve customer engagement and reduce churn.
• Act as a point of escalation for customer issues and ensure timely resolution.

Collaboration & Influence:

• Work closely with Product, Sales, and Marketing teams to align product offerings with customer needs.
• Drive feedback loops from customers to Product and Engineering for continuous improvement.
• Collaborate with Sales on upsell and cross-sell opportunities and help develop strategic account plans.

Data-Driven Insights:

• Develop customer health dashboards and metrics for proactive customer management.
• Use data to analyze trends and customer behaviors, identifying opportunities to improve customer satisfaction and product adoption.
• Present performance reports and customer success insights to senior leadership.

Requirements:

• 7-10 years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership position.
• Hybrid, 2x a week in our office in Palo Alto.
• Proven track record of managing and scaling a high-performing Customer Success team in a SaaS environment.
• Strong understanding of customer success metrics such as NRR (Net Revenue Retention), churn rate, and CSAT/NPS.
• Experience working cross-functionally with Product, Sales, and Engineering teams.
• Excellent interpersonal and communication skills with the ability to build rapport with C-level executives.
• Demonstrated ability to manage escalations and navigate complex customer relationships.

Preferred Skills:

• Familiarity with product-led growth (PLG) strategies.
• Proficiency in driving customer adoption and advocacy programs.
• Strong leadership skills, with the ability to mentor and develop talent within the organization.

What We Offer:

• Competitive salary and performance-based bonus structure.
• Comprehensive health benefits, 401(k), and paid time off.
• An inclusive and collaborative work culture focused on innovation and impact.

The base pay range for this role is between $179,500 and $235,600, and the base pay will depend on the successful candidates skills, qualifications, experience, and location.