Director, Customer Success

Compa•Irvine, CA

26d•$180,000 - $220,000

About The Position

Compa is a venture-backed AI startup offering a live compensation data platform for enterprise teams. The Director of Customer Success will build and lead the team that helps enterprise customers realize lasting value from the platform. The role sets the strategy for supporting, retaining, and growing major customers, using data, AI, and automation to deliver a high-touch experience at scale. It partners closely with Sales, Onboarding, Product, and compensation experts, and reports to the Chief Revenue Officer (CRO). The Director will establish the Customer Success operating model, own retention, adoption, and expansion outcomes, and define efficiency measures as the company grows. The role also hires and develops CSMs, maintains important executive customer relationships, and creates and improves playbooks across the customer lifecycle. A central focus is designing an AI-first Customer Success operation by automating routine work and implementing tools and workflows that identify risks and opportunities early.

Requirements

At least 6 years of experience in customer success, including at least 3 years in a management role.
Experience at a SaaS or AI technology company.
Experience working with enterprise and Fortune 500 customers.
Experience using AI and automation to improve efficiency and Customer Success outcomes.
Experience hiring, developing, and scaling a Customer Success team.
Experience handling customer escalations.
Experience building and implementing Customer Success playbooks.
A data-informed approach to decision-making.

Nice To Haves

Experience in a startup environment.
Experience with compensation, HR technology, or data-driven products.
Hands-on experience with Customer Success platforms and AI-enabled Customer Success tooling.

Responsibilities

Design the Customer Success operating model, including customer segmentation, coverage, roles, and handoffs between Sales, Onboarding, and Customer Success.
Own net revenue retention, gross retention, adoption, and expansion outcomes, and report on them to executive leadership.
Define efficiency measures such as ARR per CSM, accounts per CSM, and cost to serve, and set targets to improve efficiency as the company grows.
Build relationships with senior leaders at key enterprise and Fortune 500 accounts.
Design an AI-first Customer Success approach, automating routine work such as health scoring, renewal preparation, QBR preparation, and customer communications.
Select, implement, and own the Customer Success tooling stack, and build or commission workflows and agents that surface risk and opportunity early.
Make automation or AI assistance the default consideration before requesting new hires.
Hire, coach, and develop CSMs and set the standard for high-quality work at Compa.
Stay hands-on as a player-coach for escalations and key executive relationships, especially in the early stages.
Build and continually refine playbooks for onboarding handoffs, adoption, renewals, risk, and expansion using data.
Partner with compensation experts to deliver strategic guidance and value to customers.
Translate customer feedback and usage data into clear input for the Product roadmap.