Director of Customer Success

Paubox

5d•Remote

About The Position

Paubox is looking for a Director of Customer Success to modernize our full post-sales operation, overseeing customer implementation, support, and success. In this pivotal role, you will be at the forefront of innovation, leading our AI initiatives to modernize how we onboard, retain, and grow our 9,000+ customers. If you thrive in fast-paced startup environments and are passionate about building world-class customer experiences through both human connection and cutting-edge technology, we want to hear from you.

Requirements

An AI-native mindset.
Hands-on experience implementing AI and other technologies to increase team efficiency while delivering a “right touch” model for customers from SMB to enterprise.
Proven leadership in customer success or account management within B2B SaaS.
A track record of success in high-growth, fast-paced startup environments.
Deep understanding of customer success metrics across the post-sales journey and the ability to turn data into strategy.

Nice To Haves

Experience with HubSpot and Claude
A background in the healthcare industry or deep knowledge of HIPAA compliance.
Experience managing and aligning multi-departmental structures.

Responsibilities

Identify and implement AI-native strategies that enable teams to deliver world-class customer experiences.
Own retention performance, renewal forecasting, and expansion alignment with Sales
Establish and drive a sustainable operating model across post-sale functions, ensuring accountability, predictability, and scalability.
Provide oversight and leadership for the implementation, support, and customer success teams.
Drive and report on key performance indicators including retention, churn, and adoption.
Partner closely with sales, marketing, operations, and product teams to surface customer feedback on products.
Foster a culture of continuous improvement and professional growth.