Director of Customer Success

-ASG-

7h•$145,000 - $165,000•Remote

About The Position

Visual Matrix is looking for a Director of Customer Success to build and lead our Customer Success organization from the ground up. This leader will establish a proactive, commercial Customer Success organization responsible for customer retention, GRR, NRR, renewals, expansion revenue, customer health, and long-term customer value. You'll recruit, coach, and develop a team while partnering across Sales, Product, Engineering, and Support to improve customer outcomes.

Requirements

7+ years of Customer Success, Account Management, or SaaS leadership experience.
3+ years leading customer-facing teams.
Experience owning renewals, retention, and expansion revenue.
Builder mindset with experience creating scalable CS processes.
Strong executive communication and coaching skills.
Comfortable using AI to improve productivity and decision making.
Thrive in fast-paced, entrepreneurial environments.

Responsibilities

Build the Customer Success organization from the ground up.
Recruit, coach, and develop a high-performing team of Customer Success Managers.
Own GRR, NRR, renewals, expansion revenue, and customer health.
Implement customer health scoring, playbooks, KPIs, and forecasting.
Partner with Sales, Product, Engineering, and Support to improve customer outcomes.
Champion AI and automation to improve productivity and customer engagement.
Identify expansion opportunities across products and customer portfolios.
Create scalable processes that support company growth.