Director of Customer Success

First Resonance • Los Angeles, CA

173d

About The Position

The Director of Customer Success will strategically lead and scale our customer-facing functions, ensuring excellence in customer support, driving customer growth, retention, and satisfaction. This role requires a seasoned leader with proven experience in customer lifecycle management, customer success strategies, and building high-performing support teams.

Requirements

• 8+ years of progressive experience in customer success, customer service, or related roles, with a proven track record of leading technical customer-facing teams.
• Demonstrable success in driving customer growth, satisfaction, and retention, especially within a SaaS or tech-oriented environment.
• Expertise in developing comprehensive customer strategies, including experience building customer success frameworks from the ground up.
• Strong analytical skills, with experience in interpreting data to drive customer-focused decisions.
• Proven leadership capabilities with exceptional communication, influencing, and stakeholder management skills.

Nice To Haves

• Familiarity with advanced customer success technologies, CRM platforms (HubSpot), and customer analytics tools.
• Prior experience collaborating directly with L-Team executives and cross-functional leadership.

Responsibilities

• Develop and execute a cohesive customer success and service strategy aligned with company growth objectives.
• Map customer journeys and lifecycle to identify opportunities for value creation, increased retention, and strategic growth.
• Partner cross-functionally to ensure customer insights inform product and business strategy.
• Ensure clarity in role delineation between customer service (reactive support) and manufacturing success (proactive growth).
• Highlight the importance of balancing customer advocacy with business profitability.
• Emphasize the candidate’s ability to influence broader business strategy through customer insights, moving beyond traditional customer service roles to act as a strategic partner.
• Design and implement scalable processes for onboarding, adoption, retention, upsell, and renewal.
• Create structured playbooks for customer segmentation, proactively identifying opportunities for expansion and mitigating churn risks.
• Champion the integration of customer support insights into strategic account planning and revenue forecasting.
• Establish and monitor KPIs (Net Revenue Retention, Customer Satisfaction Scores, Churn Rate, Upsell & Cross-sell Targets).
• Lead continuous improvement initiatives to enhance customer service effectiveness and efficiency.
• Develop rigorous processes for handling and resolving customer issues swiftly and effectively, turning service interactions into loyalty-building moments.
• Recruit, mentor, and lead a high-performing Customer Success and Customer Support team.
• Foster a culture of accountability, continuous learning, and customer-centric innovation.
• Define clear roles and responsibilities, establishing career paths and growth opportunities for team members.
• Serve as a passionate advocate for customers internally, influencing product roadmap and business decisions.
• Implement systematic feedback loops, translating customer data into actionable insights for continuous improvement.

Benefits

• Health Insurance; medical, vision, dental, & life insurance.
• Paid Parental Leave.
• Employee Stock Option Plan.
• Team outings, group lunches, open office, happy hours.
• Paid holidays, sick days.
• Flexible Friday and PTO.
• 401K.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 11-50 employees