Job Description

The Director of Customer Success for SMB/MDO is a senior leadership role responsible for driving customer outcomes, retention, and growth within a 30+ person Customer Success team. This role focuses on delivering exceptional customer experiences, exceeding key metrics like GRR/NRR, and leveraging AI and automation to improve scalability and efficiency.

Responsibilities

• Drive customer success metrics (GRR, NRR, retention, adoption, satisfaction)
• Develop strategies for customer health monitoring and risk mitigation
• Create engagement strategies for a high-volume, low ACV customer base
• Build and scale post-sale operating models
• Automate customer journeys using digital and AI-enabled processes
• Lead and mentor a hybrid Customer Success team
• Foster a culture of performance and learning
• Partner with Sales and other teams to maximize customer lifecycle value
• Serve as the voice of the customer
• Capture and synthesize customer feedback

Requirements

• 5+ years in customer-facing roles within B2B SaaS
• 5+ years in a senior CS leadership role
• Experience leading post-sales functions in smaller ACV accounts
• Deep understanding of the enterprise software/SaaS market
• Strong command of CS metrics (NRR, GRR, CSAT)
• Proficiency in CS tech and analytics tools (e.g., Gainsight, Salesforce)
• Experience leading geographically distributed teams
• Track record of hiring high-performing team members
• Strong communication and influencing skills

Benefits

• No benefits