Customer Success Director Jobs

About The Position

Requirements

• 8-12+ years of experience in customer success, with 5+ years in a management role.
• Track record of building or leading CS teams in a high-growth B2B SaaS environments.
• Strong technical instincts: you can reason through complex production issues and teach others to do the same.
• Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
• Process-builder by nature: you design systems that scale, not just solve the problem in front of you.
• Comfortable operating cross-functionally with Sales, Support, Product, and Engineering leadership.
• Comfortable balancing IC work with team leadership.
• Excellent communicator who can distill complexity into clarity for any audience.
• A builder and operator at heart. You're energized by standing up new functions, systematizing what works, and iterating relentlessly.
• A strategic leader who thrives in high-growth, high-ambiguity environments and is motivated by outsized impact.
• Deeply collaborative, with a natural instinct for forging alignment across Sales, Product, Engineering, and Support.
• In-office, engaged, and eager to lead from the front at our NYC location full-time.

Responsibilities

• Hire, develop, and retain a group of Technical Account Managers and managers of CS.
• Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and, most importantly, retention.
• Set the bar for technical depth, ownership, and customer communication across the team.
• Define career paths, performance standards, and coaching rhythms that drive continuous improvement.
• Serve as the senior escalation point — step in decisively with clients when needed to reset expectations or drive to resolution.
• Design and refine the operating model: escalation paths, staffing plans, workload distribution, and processes.
• Instrument the function with metrics that give leadership clear visibility into customer health and expansion opportunities.
• Own and maintain the team's knowledge base — best practices, process/tooling training, configuration preferences, product enablement guides and playbooks.
• Own the interface between the TAMs, Support, Delivery, Operations, Sales, and Product-Engineering.
• Influence product and engineering priorities based on patterns in support data.

Benefits

• Comprehensive medical, dental, and vision insurance
• Company-sponsored 401(k) through Vestwell
• Flexible PTO plus U.S. federal holidays
• Company-wide off-sites
• Daily in-office lunch through Parkday
• Dinner covered when working late
• Commuter benefits and late-night rideshare
• Standing desks and workspace accommodations available on request
• All core tools and software provided