Director of Customer Success

ClosingLock•Austin, TX

1d•Onsite

About The Position

Closinglock is looking for a Director of Customer Success to lead and scale our post-sale motion across our Enterprise and Mid-Market customer segments. You'll own the full customer lifecycle from onboarding through renewal and expansion while building the playbooks, processes, and team culture that set the standard for how we retain and grow our customer base. Reporting to VP of Operations, this is a player-coach role at a critical inflection point: we've found product-market fit in real estate fintech, and we're building the CS infrastructure to match our growth ambitions.

Requirements

8+ years in Customer Success, Account Management, or post-sale in B2B SaaS, with at least 4 of those years leading and scaling CS teams
Demonstrated track record of owning healthy retention and expansion metrics (NRR, GRR, churn) and building the operational infrastructure to manage them: health scoring, forecasting, tiering models
Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustments
Proven ability to design and implement scalable CS processes from the ground up: onboarding frameworks, segmentation strategies, renewal playbooks in a high-growth environment where the answer wasn't already written
Strong people leader with experience hiring, developing, and retaining CSMs; you set a high bar, coach actively, and build teams that outlast your direct involvement in every account
Ability to effectively communicate with and present to VP-level customer personas, deliver board-level retention updates, and participate in cross-functional product reviews
Data-driven approach to managing a book of business: you use health scores, product usage signals, and CRM data to prioritize and act, not just intuition

Nice To Haves

Background in real estate, title, mortgage, or adjacent proptech/fintech
Familiarity with CS platforms for health scoring and lifecycle automation
Exposure to compliance-sensitive or transaction-based SaaS products where trust and security are part of the customer value prop
Prior experience scaling a CS org through a Series A → C/D growth phase. You've navigated the 50 → 200 person build and know what breaks if you don't get ahead of it
Comfort with AI tooling applied to CS workflows

Responsibilities

Own GRR, NRR, product adoption, and customer health across the Enterprise and Mid-Market segments, setting the strategy and being accountable for target outcomes
Lead, coach, and grow a team of CSMs; establish clear performance expectations, operating cadences, and a culture of customer obsession
Build and iterate on onboarding, QBR, and expansion playbooks that scale across hundreds of accounts without sacrificing quality of relationships
Serve as the point of escalation for high-value or at-risk accounts, and strategize with senior leadership on effective solutions
Partner cross-functionally with Sales, Product, and Support to ensure tight handoffs, strong feedback loops, and a unified customer experience
Establish health scoring frameworks and data-driven processes for identifying both churn risks and expansion opportunities early
Deliver regular reporting on segment health, renewal forecasting, and team performance to executive leadership