Director of Customer Success

SqlDBM

2h • $160,000 • Remote

About The Position

SqlDBM is seeking a seasoned Director of Customer Success to own and scale our post-sales customer experience across onboarding, adoption, retention, and expansion. This role is accountable for ensuring enterprise customers realize measurable value from SqlDBM and continue to grow with the platform over time.
As a senior leader within the go-to-market organization, you will design and run a predictable, data-driven customer success engine that reduces churn, drives net revenue retention, and strengthens SqlDBM’s position as a mission-critical platform for data engineers and architects.
You will partner closely with Sales, Product, Engineering, and Finance to align customer outcomes with product delivery, roadmap priorities, and commercial objectives.
This role is both strategic and operational - expected to define the CS strategy while personally ensuring execution discipline across accounts.

Requirements

• 8+ years in Customer Success, Account Management, or Post-Sales leadership in B2B SaaS
• Proven experience managing enterprise customers in technical or data-centric products
• Strong understanding of how technical teams adopt and measure value
• Comfortable owning revenue-adjacent metrics (retention, expansion, renewals)
• Highly operational: metrics-driven, process-oriented, and execution-focused

Nice To Haves

• Experience scaling CS functions in growth-stage SaaS companies preferred

Responsibilities

• Own the end-to-end customer lifecycle: onboarding, adoption, value realization, renewal, and expansion.
• Define and implement customer success playbooks for enterprise and mid-market customers.
• Establish clear success criteria tied to customer use cases (data modeling, governance, AI readiness, collaboration).
• Be directly accountable for gross retention, net revenue retention (NRR), and churn reduction.
• Build and operationalize health scoring, risk identification, and proactive engagement models.
• Partner with Sales on renewals and expansions with clear ownership boundaries.
• Ensure enterprise customers achieve time-to-value quickly and consistently.
• Standardize onboarding frameworks while allowing flexibility for complex customer environments.
• Drive deep product adoption across technical and business stakeholders.
• Act as the voice of the customer into Product and Engineering, influencing roadmap prioritization.
• Collaborate with Product on adoption of new capabilities (including AI-driven features).
• Work with Finance on renewal forecasting, churn modeling, and revenue predictability.
• Build, coach, and scale a high-performing Customer Success team.
• Define roles, responsibilities, and success metrics clearly across the team.
• Implement tooling, reporting, and processes that support scale.

Benefits

• Competitive base salary + performance-based incentives aligned with customer retention and expansion.
• Opportunity to work with some of the largest, most influential data-driven organizations globally.
• Remote-first work environment with travel opportunities for key customer engagements.
• Work alongside industry leaders and a world-class product team at the forefront of data innovation.
• Comprehensive plan coverage for employee and covered dependents for medical, vision, dental, life, Short-term Disability, Long-Term Disability, and employer-sponsored 401k.
• Strong career growth trajectory in a rapidly scaling enterprise-first SaaS company.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed