Director of Customer Success

Hoxhunt•Minneapolis, MN

5d•$162,000 - $175,000•Hybrid

About The Position

This role is for a highly operational customer success leader who thrives in a fast-paced scale-up environment. The Director of Customer Success will define the roadmap for the North American customer journey, ensuring clients successfully adopt, renew, and expand their use of the AI-native human risk management platform. This role involves managing and elevating a team of Customer Success Managers, as well as directly engaging with clients and stakeholders.

Requirements

Proven leadership experience of 3-4 years of managing and scaling Customer Success or Account Management teams within a B2B SaaS environment.
A strong track record of owning and exceeding gross and net revenue retention targets at a regional or organizational level.
Exceptional coaching and mentorship skills, with a passion for developing talent and building high-performing, collaborative teams.
Strategic operational mindset with the ability to build scalable processes, playbooks, and health-scoring frameworks from the ground up.
Excellent executive presence and communication skills, comfortable navigating complex enterprise accounts and building trust with senior leaders.
A highly autonomous, proactive approach to problem-solving, thriving in an ambiguous, fast-growth environment where you can take real ownership.

Nice To Haves

Experience from the cybersecurity sector or a deep interest in human risk management.
Successfully led teams through a significant scale-up phase or expansion into the North American market.

Responsibilities

Lead, mentor, and scale the Customer Success team in the US, fostering a culture of high performance, accountability, and continuous learning while delivering scalable growth across the customer base.
Drive employee development through regular 1:1s, goal setting, coaching, performance reviews, and career growth conversations.
Own the regional gross and net revenue retention (GRR and NRR) targets, taking ultimate responsibility for customer health, renewals, and expansion opportunities.
Own and improve the regional customer journey for US clients, ensuring seamless onboarding handoffs, rapid time-to-value, strong adoption, and long-term engagement.
Partner closely with Sales, Product, and Marketing teams to align on go-to-market strategies and ensure customer feedback directly informs the product roadmap.
Build upon and refine scalable playbooks, operational processes, and KPI frameworks that enable the Customer Success team to deliver exceptional experiences as the customer base grows.