Director of Customer Success

SkySafe

3d

About The Position

As the Director of Customer Success, you will lead the post-sales customer journey, ensuring a seamless experience from onboarding to renewal and expansion. You will be responsible for driving customer adoption, increasing retention, identifying upsell opportunities, and maximizing customer lifetime value. You will collaborate closely with Sales, Product, and Engineering teams to align customer needs with our technology roadmap.

Requirements

• 7+ years of experience in Customer Success, Account Management, or a related role within a SaaS company
• Proven track record of driving renewals, retention, and customer expansion
• Strong experience managing enterprise and government customer relationships
• Demonstrated ability to build and lead high-performing customer success teams
• Excellent communication, negotiation, and leadership skills
• Data-driven mindset with experience in CRM, customer analytics, and success platforms (e.g. Gainsight, Salesforce)
• Ability to operate effectively in a fast-paced startup or high-growth environment.
• Bachelor's degree in business, technology, or a related field (or equivalent experience)

Nice To Haves

• Experience working in security, defense, or drone technology industries is a plus

Responsibilities

• Own and manage strategic customer relationships, acting as a trusted advisor to ensure value realization
• Develop and execute customer success strategies to drive adoption, engagement, and satisfaction
• Serve as the voice of the customer, collecting feedback to inform product enhancements
• Drive high customer retention and renewal rates through proactive engagement
• Identify expansion opportunities, collaborating with Sales to drive upsells and cross-sell
• Analyze customer usage data and success metrics to anticipate risks and intervene proactively
• Develop customer advocacy programs, fostering case studies, referrals, and testimonials
• Build and scale a high-performing Customer Success team as the company grows
• Define and track key performance metrics, ensuring data-driven decision-making
• Collaborate with Marketing to develop customer engagement programs, webinars, and events
• Partner with Product and Engineering teams to ensure customer needs are met in roadmap planning

Benefits

• Competitive salary and benefits, including full health coverage, unlimited PTO, and flexible work hours.
• A supportive and innovative team environment that values collaboration and creativity.
• The chance to deliver high-impact solutions, contributing to the success of a small, fast-moving team where your work will make a tangible difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Director