Director, Customer Success

Popl Co

1d•Remote

About The Position

We're looking for a seasoned Director of Customer Success to lead the post-sale customer experience across our growing customer base. This is a critical leadership role within our unified Revenue org. You'll own the full customer lifecycle from onboarding through renewal, driving measurable value, expansion, and long-term retention. You'll manage a team of Customer Success Managers and oversee our Customer Support function, ensuring every customer touchpoint reflects the quality and impact we promise.

Requirements

7+ years in Customer Success, with 3+ years in a Director-level or senior people manager role
Proven track record managing a team of 10+ in a B2B SaaS environment
Demonstrated ownership of NRR, GRR, or logo retention targets
Deep experience building or scaling CS motions - playbooks, health scores, QBR frameworks
Strong cross-functional collaboration with Sales, Marketing, and Product
Comfortable using data to drive decisions - Salesforce, Gainsight, ChurnZero, Custify or similar

Nice To Haves

Background working with Marketing, Growth, or RevOps teams
Track record of building a CS org that functions as a true revenue driver, not just a retention function
Ability to operate at both the strategic and hands-on level — coach the team and get in the weeds on a critical account
Experience designing tiered CS models that scale across segments
Strong executive presence with the ability to influence internally and with customers

Responsibilities

Lead and develop a team of CSMs, and Support Specialists setting performance standards, coaching, and building a high-accountability, customer-obsessed culture.
Own the full post-sale customer lifecycle: onboarding, adoption, value delivery, expansion, and renewal with direct accountability for GRR, CSAT, and other core metrics.
Establish and iterate on scalable CS playbooks, segmentation models, and engagement frameworks that align to customer outcomes and product usage signals.
Oversee the Customer Support function, ensuring SLA adherence, resolution quality, and a feedback loop back into Product and Engineering.
Partner closely with Sales, Marketing, and Product as part of the Revenue org — aligning on ICP, pipeline health, and customer stories that fuel growth.
Build and maintain executive-level relationships with strategic accounts, stepping in as an escalation point and executive sponsor when needed.
Help to define and own the CS team's OKRs, reporting cadences, and health scoring methodology; present insights and business reviews to the leadership team.