Director of Customer Success

Sprig•San Francisco, CA

10d•$220,000 - $260,000•Hybrid

About The Position

Sprig is seeking a Director of Customer Success to lead its Customer Success organization, encompassing both Customer Success Manager (CSM) and Customer Success Engineering (CSE) teams. This role is responsible for the strategy, performance, and development of these functions, with the goal of delivering exceptional customer outcomes and driving strong retention and expansion. The position requires a hands-on leader who will develop and coach CSMs and CSEs, while also engaging directly with strategic customers to manage executive relationships, adoption, technical implementations, renewals, expansion opportunities, and at-risk accounts. The Director will build an integrated customer success organization where CSMs manage the strategic and commercial aspects, and CSEs provide technical expertise for implementation, integration, troubleshooting, and scaling. Key responsibilities include establishing clear ownership, operating rhythms, and collaboration between the teams to ensure a cohesive customer experience. The role also involves close partnership with Sales, Product, and Engineering to identify growth opportunities, remove customer barriers, and translate customer feedback into business improvements. This role is based in the San Francisco office, with Wednesdays designated as a work-from-home day.

Requirements

8+ years of Customer Success experience within B2B SaaS or enterprise software.
Significant experience directly managing complex enterprise customers and high-value books of business.
3+ years of Customer Success leadership experience, with a track record of coaching and developing high-performing CSMs while remaining actively involved with customers.
Proven ownership of retention and expansion outcomes, with experience managing against NRR, GRR, renewal, adoption, and expansion targets.
Strong commercial instincts and experience uncovering expansion opportunities, increasing product adoption, navigating renewals, and growing strategic accounts.
Deep enterprise customer experience, including navigating complex organizations, multi-threading accounts, developing executive relationships, and demonstrating measurable business value.
Strong understanding of customer health and risk management, with the ability to quickly assess an account, identify what’s working or at risk, and help the team determine the right path forward.
Experience working closely with technical customer-facing teams, such as Customer Success Engineering, Solutions Engineering, Implementation, or Technical Support.
Executive presence and strong communication skills, with the ability to build credibility with senior customer stakeholders and influence internal leaders across Sales, Product, and Engineering.
High-growth mindset: thrive in a fast-moving environment, willing to roll up your sleeves, and balance strategic thinking with a high level of ownership, urgency, and adaptability.

Nice To Haves

Experience working in a growth-stage SaaS company (Series A–D) is strongly preferred.

Responsibilities

Drive Sprig’s approach to retention, adoption, expansion, and customer health, establishing clear goals and operating rhythms to meet and exceed NRR and ARR targets.
Work directly with strategic customers, joining executive conversations, QBRs, renewal and expansion discussions, escalations, and other critical customer moments.
Develop CSMs into strategic, commercially-minded customer partners through hands-on coaching, account reviews, deal strategy, and direct involvement in customer conversations.
Maintain a strong pulse on account health, working with CSMs to identify risk early, develop intervention plans, and engage customers to protect the relationship.
Partner with CSMs and Sales to identify and execute expansion opportunities by leveraging product adoption, customer outcomes, stakeholder relationships, and business needs.
Develop relationships with senior stakeholders across strategic accounts and help CSMs build champions, multi-thread relationships, demonstrate business value, and position Sprig as a strategic partner.
Continuously improve customer onboarding, engagement, education, and growth, balancing scalable programs with high-touch engagement for key accounts.
Establish clear ownership and collaboration between CSMs and CSEs, coordinating complex customer needs spanning business strategy, product adoption, and technical implementation.
Ensure the CSE organization delivers high-quality technical onboarding, implementation, troubleshooting, and solution guidance.
Set a high bar for performance, provide consistent coaching and feedback, develop future leaders, and create clear accountability against individual and team goals.
Partner with Product and Engineering to surface recurring customer needs, adoption barriers, and product opportunities based on customer conversations and feedback.