Director of Customer Success

Incompass•Boston, NY

4d•Hybrid

About The Position

Incompass Labs is looking for a Director of Customer Success to help us scale a product that’s redefining how organizations understand and develop talent. This is a highly strategic and relational role: part customer advocate, part facilitator, and part product partner. You’ll work closely with our founders and leadership team to ensure every customer has an exceptional experience, sees measurable value, and grows with us. You’ll own onboarding and engagement, drive renewal and expansion strategy, and bring insights from the field directly into our product and go-to-market roadmap. It’s a great fit for someone who loves building deep partnerships, shaping strategy, and cares deeply about company culture. While we work from home most days, we are looking for someone based in Boston where sales & marketing colleagues are already based, because we value in-person collaboration.

Requirements

5-7 years in Customer Success, Account Management, or related customer-facing leadership roles.
Experience with enterprise HR tech , learning & development , or talent platforms strongly preferred.
Proven ability to manage and grow strategic accounts with a consultative, high-touch approach.
Skilled facilitator or coach who is comfortable leading client sessions, executive briefings, or learning experiences.
A passion for using data to inform strategy and decisions.
Excellent communicator with strong EQ and executive presence.
Strategic thinker who thrives in fast-moving, high-growth environments.
A passion for helping organizations grow their people.

Nice To Haves

Experience working with enterprise HR or People teams.
Background in organizational development, customer education, or change management.
Passion for coaching, leadership development, or human performance.
Experience working with distributed teams.

Responsibilities

Support an existing group of 20-30 engaged CHRO clients who love using Incompass to drive their performance management, talent assessment, and feedback processes.
Design your own Customer Success strategy to drive adoption, retention, and expansion including account planning for our largest customers.
Partner with enterprise customers to define success metrics and deliver measurable ROI.
Collaborate cross-functionally with Product, Engineering, and Sales to amplify the voice of the customer.
Design scalable onboarding, training, and enablement programs.
Facilitate workshops and executive sessions that deepen customer engagement.
Build systems and processes to track customer health, usage, and value realization.
As we grow, build and lead a high-performing CS team including hiring, mentoring, and developing talent.