Customer Success Director

DISQO•New York, NY

55d•$140,000 - $160,000•Hybrid

About The Position

DISQO is seeking a senior individual contributor to own its most strategic and complex client relationships while helping raise the standard for the Customer Success organization. The role manages a hand-picked portfolio of high-value accounts, including large committed programs, multi-stakeholder enterprise relationships, and accounts undergoing significant change. It emphasizes strategic ownership and influence rather than formal management or advancement up an organizational chart. The Customer Success Director builds executive-level relationships with clients and serves as a trusted advisor on account strategy, business outcomes, and risk. Internally, the role represents the voice of the customer in product, sales, and leadership discussions, mentors other CSMs, contributes playbooks and process improvements, and models advanced, practical use of AI in account management and team workflows. The role requires expert fluency in DISQO’s platform, research methodologies, and clients’ business contexts. DISQO describes itself as an AI-native company and expects this role to use AI tools to improve velocity, client value, and efficiency. The position is part of a performance-oriented workplace with a flexible hybrid approach. Compensation is $140,000–$160,000 per year, determined by experience, work location, and other applicable factors. Listed benefits apply to full-time U.S.-based employees.

Requirements

At least 10 years of experience in customer success, account management, or a 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.
Experience operating with VP- and C-suite stakeholders and navigating ambiguity, competing priorities, and organizational change on the client side.
Strong commercial acumen and ability to connect account health to revenue, retention, and growth and discuss it credibly with leadership.
Demonstrated hands-on fluency with AI, including building or configuring custom skills, agents, or artifacts that changed how the candidate or their team worked.
Demonstrated pattern of improving the capability and practices of colleagues and processes, even without formal authority.
Deep curiosity about clients’ businesses, beyond DISQO’s product.
Excellent judgment about when to resolve issues 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, often involving multi-year programs, multiple stakeholders, and revenue-critical relationships.
Build and sustain relationships with VP- and C-suite-level client champions.
Own account strategy, including renewal and expansion, rather than focusing only on renewals.
Serve as the point person for strategically important, contractually complex, or at-risk accounts; exercise judgment about resolving issues, holding boundaries, and escalating concerns.
Represent customer perspectives in internal product, sales, and leadership discussions.
Partner with Product on roadmap input, with Sales on expansion strategy, and with leadership on business trends across the portfolio.
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 fluency in DISQO’s platform, research methodologies, and clients’ industries and business contexts.
Identify gaps in Customer Success operations and develop improvements such as playbooks, templates, AI-powered workflows, and escalation paths.
Model the highest-level behaviors in DISQO’s CSM Core Competency Model.

Benefits

100% covered medical, dental, and vision insurance for employees, with competitive dependent coverage.
Stock options.
401(k).
Generous paid time off policy.
Team offsites, social events, and happy hours.
Life insurance.
Health flexible spending account (FSA).
Catered lunch and fully stocked kitchen.
Paid maternity and paternity leave.
Disability insurance.
Travel Assistance Program.
24/7 counseling services for employees.
Flexible hybrid approach.
Competitive medical benefits.