Director of Customer Success
New
USA, PST–ESTFull-TimeDirector
Salary170000 - 230000 USD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- Artificial IntelligenceSalesforceCRM
Requirements
- 8+ years in B2B SaaS Customer Success or related post-sale leadership roles
- 4+ years leading people (managers and/or multi-tier teams)
- Proven success leading high-touch and scaled/digital CS models
- Proven success improving renewal, adoption, and expansion at scale
- Strong operational orientation with experience building processes, playbooks, and health-scoring frameworks for segmented customer bases
- Excellent communication and leadership skills
- Track record of driving cross-functional work with Sales, Product, Support, Operations, and Marketing
- Comfort using data and AI-enabled tooling to understand trends, prioritize investments, coach the team, and measure impact across NRR, MAU, adoption, and efficiency metrics
- High proficiency with CRM and CS tools (e.g., Salesforce plus Planhat, Gainsight, ChurnZero, Totango, ClientSuccess, or similar)
- Experience thriving in a fast-growth environment while staying close to key customers and critical projects
- Ability and willingness to obtain a relevant drone certification (e.g., FAA Part 107 in the US or equivalent in-region license) within the first 90 days of employment and maintain it for the duration of the role if required for specific customer, field, or demo activities.
Responsibilities
- Set the multi-year Customer Success strategy and operating model for owners and operators across Enterprise.
- Lead, coach, and grow a high-performing CS team, including managers and individual contributors.
- Build and refine global CS playbooks that drive onboarding, time-to-value, product adoption, expansion, and renewal.
- Partner with Sales on coverage, handoffs, renewal strategy, and expansion planning.
- Represent the voice of the customer with Product and Engineering to influence roadmap and ensure strong feature adoption.
- Own CS operations: processes, forecasting, documentation standards, and effective use of CRM / CS platforms.
- Use health scores and leading indicators to surface risk, reduce churn, and uncover upsell and cross-sell opportunities.
- Design and optimize scalable programs (digital onboarding, in-app enablement, lifecycle communications, automated engagement).
- Champion consistency and standardization across global CSMs by creating a clear customer journey playbook and aligning internal motions (including AI-enabled workflows) across regions and segments.
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