Director of Customer Success

Route•Lehi, UT

1d•$183,000 - $241,000•Hybrid

About The Position

Route is the leading post-purchase platform for modern ecommerce, trusted by over 13,000 brands and protecting more than $20 billion in gross merchandise value to date. From package protection and industry-leading order tracking to returns and exchanges, cash back loyalty, and engaging product recommendations, Route brings every moment after checkout into one powerful platform, empowering shoppers with visibility and peace of mind while giving merchants loyalty that lasts well beyond the first sale. Since launching in 2018, Route has raised over $250 million from leading investors including Craft Ventures, Hedosophia, and Hanaco Ventures, and has grown into a complete post-purchase ecosystem loved by millions of shoppers and the brands they buy from. Throughout that growth, we've stayed committed to building innovative products that empower our customers and to fostering a people-first, values-driven culture that makes Route a place where great work and great people thrive. The Customer Success team plays a pivotal role at Route, ensuring that our merchants have all of the tools and knowledge they need to get the most out of our Customer Experience Platforms. Customer Success works with some of the biggest brands in our network, which means getting exposure to areas across the company and constantly solving interesting challenges for merchants of all industries, sizes, and customer needs. On this team, no two days are the same and the opportunities to grow are endless. As Director of Customer Success, you will lead and shape the post-onboarding merchant experience at Route. Reporting to the VP of Revenue, you'll define the strategy, build scalable processes, and develop a high-performing Customer Success organization that drives long-term merchant value and business growth. You'll lead the team, while owning key metrics such as net revenue retention, renewals, expansion opportunities, and overall portfolio health. This is a highly visible leadership role with the opportunity to influence customer experience, revenue outcomes, and the future direction of the Customer Success function. You'll partner closely with leaders across Revenue, Product, and Operations to advocate for merchant needs, strengthen cross-functional collaboration, and ensure the voice of the customer is reflected in key business decisions.

Requirements

7+ years of experience in Customer Success, Account Management, or a related post-sale function, including 3+ years leading and developing high-performing teams.
Experience building, scaling, or transforming Customer Success programs in a high-growth SaaS, fintech, e-commerce, or technology environment.
Demonstrated success driving customer retention, expansion, and long-term customer value across a complex portfolio.
Experience leading teams responsible for renewals, growth opportunities, or broader commercial outcomes.
Strong understanding of customer success metrics, including retention, net revenue retention, expansion, and customer health.
Proven ability to design and improve scalable processes, playbooks, and operational frameworks that drive consistency and results.
A track record of developing talent, coaching future leaders, and building high-performing teams.
Strong executive presence with the ability to influence stakeholders and build trusted relationships across all levels of an organization.
Highly collaborative, with experience partnering across Sales, Product, Operations, and other cross-functional teams to achieve shared goals.
Data-driven and analytical, with the ability to translate insights into action and make informed decisions that improve customer and business outcomes.

Responsibilities

Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route.
Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession.
Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health.
Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs.
Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making.
Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations.
Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities.
Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy.