Customer Success Director

Disqo•New York, NY

4d•Hybrid

About The Position

DISQO is hiring a Customer Success Director to own its most strategic and complex client relationships and help raise the standard of practice across the Customer Success organization. This is a senior individual-contributor role, not a people-management position. The Director carries a typically smaller portfolio than a Senior CSM, but each account has significantly greater strategic importance and complexity, such as large committed programs, multi-stakeholder enterprise relationships, or accounts navigating substantial change. The role requires executive-level credibility with clients and internal stakeholders, ownership of account strategy beyond renewals, and sound judgment in complex or at-risk situations. The Director represents the customer in product, sales, and leadership discussions; partners on roadmap input and expansion strategy; and contributes to how the CS organization operates through mentorship, playbooks, process improvements, and AI-enabled workflows. The role also calls for expert knowledge of DISQO’s platform, research methodologies, and clients’ industries so the Director can serve as a strategic advisor. DISQO describes itself as an AI-native company and expects the Director to apply AI tools in day-to-day account work, including building or configuring custom skills, agents, and artifacts to improve velocity, customer value, and efficiency. The person in this role is expected to model advanced AI use and excellent customer success practice for colleagues, without formal management responsibility. The position has a flexible hybrid approach. Compensation is $140,000–$160,000 per year, with pay determined by experience, work location, and other applicable factors.

Requirements

10+ years of experience in customer success, account management, or another client-facing strategic role.
Track record of owning complex, high-revenue accounts end-to-end, including renewals and expansion of six- and seven-figure relationships.
Comfort operating with VP- and C-suite stakeholders and navigating ambiguity, competing priorities, and organizational change on the client side.
Strong commercial acumen, including the ability to connect account health to revenue, retention, and growth and discuss it credibly with leadership.
Demonstrated hands-on AI fluency beyond basic chatbot prompting, including building or configuring custom skills, agents, or artifacts that changed how the individual or team worked.
Demonstrated pattern of raising the level of people and processes without requiring formal authority.
Deep curiosity about clients’ businesses, beyond DISQO’s product.
Excellent judgment about when to resolve an issue independently, involve a specialist, or escalate.

Nice To Haves

Experience in market research, insights, MarTech, or SaaS.

Responsibilities

Manage a portfolio of DISQO’s largest and most complex accounts, including multi-year, multi-stakeholder, and revenue-critical relationships.
Build and sustain relationships with VP- and C-suite-level client champions.
Own account strategy, including renewal and expansion planning.
Serve as the point person for strategically important, contractually complex, or at-risk accounts; make sound decisions about resolving issues, holding boundaries, and escalating concerns.
Represent the customer perspective in product, sales, and leadership discussions.
Partner with Product on roadmap input, Sales on expansion strategy, and leadership on business portfolio trends.
Use AI tools and build or configure custom skills, agents, and artifacts to improve account-management velocity, client value, and efficiency.
Mentor and coach other CSMs on account strategy, difficult conversations, commercial acumen, and practical AI use, without formal management responsibility.
Develop and maintain expert knowledge of DISQO’s platform, research methodologies, and each client’s industry and business context.
Identify gaps in Customer Success operations and develop improvements such as playbooks, templates, AI-powered workflows, and escalation paths.

Benefits

Medical, dental, and vision coverage fully covered for the employee, with competitive dependent coverage.
Stock options.
401(k).
Generous paid time off policy.
Team offsites, social events, and happy hours.
Life insurance.
Health FSA.
Catered lunch and a fully stocked kitchen.
Paid maternity and paternity leave.
Disability insurance.
Travel assistance program.
24/7 counseling services for employees.
Flexible hybrid approach.