Director, Customer Success

As Director of Customer Success, you'll lead a team of technical account managers (TAMs) responsible for retaining and growing a subset of our customers. This person will also be responsible for setting the vision, creating processes and best practices, and maintaining deep relationships with cross-functional teams. This leader will be accountable for delivering proactive, outcome-based customer engagements across our customer base, strengthening executive partnerships, and driving predictable renewal outcomes. This role owns the renewal forecast, risk management, and value realization strategy, partnering closely with Sales leadership to accelerate growth and ensure predictable revenue performance. While you will own team management responsibilities you'll also carry a small book of accounts while building and leading a group of Technical Account Managers (TAMs).

Responsibilities

Lead a team of technical account managers (TAMs) responsible for retaining and growing a subset of customers; Set the vision, create processes and best practices, and maintain deep relationships with cross-functional teams; Deliver proactive, outcome-based customer engagements; Strengthen executive partnerships and drive predictable renewal outcomes; Own the renewal forecast, risk management, and value realization strategy; Partner with Sales leadership to accelerate growth and ensure predictable revenue performance; Hire, develop, and retain Technical Account Managers and managers of CS; Create strategies to proactively address risks and opportunities related to adoption, engagement, and retention; Set the bar for technical depth, ownership, and customer communication; Define career paths, performance standards, and coaching rhythms; Serve as the senior escalation point; Design and refine the operating model including escalation paths, staffing plans, workload distribution, and processes; Instrument the function with metrics for customer health and expansion opportunities; Own and maintain the team knowledge base; Own the interface between TAMs, Support, Delivery, Operations, Sales, and Product-Engineering; Influence product and engineering priorities based on support data; Carry a small book of accounts while building and leading the TAM group

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 environment; Strong technical instincts; Proven ability to hire well, coach directly, and hold a high bar without micromanaging; Process-builder by nature; Comfortable operating cross-functionally with Sales, Support, Product, and Engineering leadership; Comfortable balancing IC work with team leadership; Excellent communicator; A builder and operator at heart; Strategic leader who thrives in high-growth, high-ambiguity environments; Deeply collaborative; In-office, engaged, and eager to lead from the front at our NYC location full-time

Benefits

Comprehensive medical, dental, and vision insurance; Company-sponsored 401(k) through Vestwell; Flexible PTO plus U.S. federal holidays; Monthly wellness stipend; 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; Bonus; Equity