Director of Customer Success

BombBomb•Denver, CO

1d•$155,000 - $175,000•Remote

About The Position

BombBomb is on a mission to help relationship-driven sales teams create authentic connections with their customers. We are a video messaging platform designed to provide individuals and teams the ability to stand out, show up and close deals faster. We work with thousands of customers across a wide range of industries, from growing businesses to large organizations. We are entering the next phase of growth with a clear goal of becoming data-driven, scalable, and intentional in how we drive customer value, retention and revenue. Customer Success is a critical cornerstone. We’re excited to bring on an awesome, go-getting leader to join our team as Director of Customer Success ! Why Join BombBomb You have the opportunity to: Own and shape a critical function Direct impact on revenue and retention Build systems from the ground up Influence company strategy Lead, serve and invest in our Customer Success team with drive, clarity and empathy Why this Role Exists We have a strong customer base and a significant opportunity to: Reduce churn Improve product adoption Unlock expansion within existing accounts Today, those outcomes and metrics are not as predictable or scalable as we need them to be. This role is designed to report to and partner with the VP of Growth to solve that problem. Should you step into this opportunity, you will take Customer Success (CS) from a reactive function to a proactive, structured, revenue-driving engine. This is a build + operate opportunity, not a “maintain what exists” role. You will lead Customer Success, Support, and Onboarding, with a mandate to: #1 - Turn CS into a well-oiled, revenue-generating engine Improve retention and reduce churn in the near term Build scalable systems for customer engagement, product adoption and health Build out a land and expand model to drive expansion within current customers Improve CS efficiency as a percentage of ARR Invest in our people through coaching, removing roadblocks, cultivating collaboration and in the end, creating a team that thrives This is a hands-on leadership role for someone who can operate in the details while building the system and coaching a team. We are looking for a leader who can quickly assess what’s not working, implement structure, and elevate team performance. Who this role is perfect for This opportunity is ideal for someone who wants to build and design a team under the leadership and working with the VP of Growth. A CS leader who has built and scaled CS functions with a SaaS company and who is ready to take full ownership of retention and expansion.

Requirements

7 to 10 years in SaaS Customer Success, Account Management, or related roles
Experience leading teams in a SaaS environment (ideally in the $10M - $50M range)
Experience with products like BombBomb, where usage is discretionary and long-term retention depends on continuously demonstrating customer value and driving ongoing adoption
Success creating an approach to driving expansion
Experience working with or implementing Gainsight
A growth mindset open to direction and leadership from the Senior Leadership Team
You are focused on delivering value to customers while also identifying opportunities for growth and expansion.
You enjoy creating structure, improving processes, and building scalable systems.
You are comfortable rolling up your sleeves, engaging directly with customers, supporting your team in real-time, and helping our people reach their goals.
You bring clarity, consistency, and accountability to how work gets done.
You work effectively across teams and help create alignment and shared understanding.