Director, Customer Success

Descript•San Francisco, CA

8d•$140,000 - $180,000•Remote

About The Position

Descript is seeking a strategic, empathetic, and execution-oriented Director of Customer Success to lead, scale, and mature our Customer Success function. As the leader of a growing CSM team, you will play a foundational role in building best practices, shaping our post-sale motion, and partnering cross-functionally to accelerate adoption and expansion within our Enterprise customer base. This is a high-impact role for a builder who thrives in early-stage environments. You will work closely with the VP of Sales to define our customer success strategy, ensure the success and growth of our customers, and establish Descript as the industry standard for modern media-creation workflows.

Requirements

8–10+ years in Customer Success , including 3+ years leading CSM teams at high-growth SaaS companies.
Demonstrated success building CS programs, processes, and playbooks in fast-moving or early-stage environments.
Proven track record driving retention, adoption, and expansion within Enterprise (5,000+ employee) organizations.
Experience partnering closely with Sales to align on strategies for growth and long-term customer value.
Strong executive communication skills, with the ability to influence stakeholders from practitioner to C-suite.
Comfort leading both strategic high-touch engagements and more scalable low-touch motions.
A builder’s mindset - resourceful, curious, and excited to create systems where none exist.
Experience working with PLG or freemium user bases, particularly those with broad horizontal adoption.

Nice To Haves

You’ve led Customer Success at an early-stage or rapidly scaling startup before.
Familiarity with video/audio production workflows and tools (Adobe Creative Suite, Pro Tools, Final Cut Pro, etc.).
Deep understanding of media, content creation, or creative tooling environments.
Experience managing or influencing expansion motions and revenue outcomes.
Prior hands-on experience using Descript.
Proficiency with tools like Salesforce, Vitally/Gainsight, or similar CS platforms.