Director of Customer Success

We are seeking a strategic and results-driven Director of Customer Success to architect, scale, and lead our global Customer Success function. In this high-impact executive role, you will be responsible for maximizing net revenue retention (NRR), driving account expansion, and building a structured, value-focused customer lifecycle.

Working directly with Sales, Product, and Marketing leaders, you will establish operational playbooks, retention frameworks, and early support infrastructure to ensure our enterprise customers achieve rapid, measurable value.

Core Responsibilities

• CS Strategy & Architecture: Design and execute a scalable Customer Success roadmap, establishing key retention metrics, account health frameworks, and operational KPIs.
• Lifecycle & Expansion: Build a high-impact customer journey—from friction-free onboarding through long-term adoption, strategic renewals, and account upsells.
• Playbook Engineering: Author operational CS playbooks and engagement frameworks to standardize account management, QBR executions, and expansion strategies.
• Churn Mitigation & Health Scoring: Establish proactive risk-detection mechanisms and automated account health alerts to identify and resolve churn signals early.
• Leadership & Mentorship: Recut, lead, and develop a top-tier team of Customer Success Managers, fostering a culture of high performance and customer advocacy.
• Support Function Foundations: Lay the groundwork for our customer support function by defining operational workflows, service level agreements (SLAs), and knowledge-base architectures.
• Cross-Functional Voice: Act as the strategic voice of the customer within R&D and Product Management to influence product roadmaps based on real-world usage patterns.
• Market Intelligence: Track industry best practices, emerging customer trends, and modern engagement tools to refine our post-sale ecosystem.

What You’ll Bring

• 7+ years of professional experience in B2B SaaS Customer Success, with at least 5+ years in a direct team leadership or managerial role.
• Proven Track Record: Demonstrated success driving customer satisfaction, reducing churn, and boosting Net Revenue Retention (NRR) in fast-growing SaaS environments.
• Operational Scale: Demonstrated capability to build repeatable processes, customer segmentation models, and automated health-scoring frameworks from scratch.
• Analytical & Data-Driven: Exceptional analytical skills with the ability to convert client usage data into actionable strategic insights.
• Cross-Functional Influence: Outstanding interpersonal, communication, and stakeholder management skills.
• Education & Fluency: B.Sc. or B.A. in Computer Science, Information Systems, Business Administration, or equivalent. Fluent English (written and verbal).