Director, Customer Experience (B2B SaaS)

Location: San Francisco, CA; hybrid work with an average of 2 days per week from the local office.

OTE salary: $200,000–$240,000 USD annually, plus equity and benefits.

Company

Employee experience platform serving more than 6,000 companies and 25 million employees, with offices in the US, UK, Germany, and Australia.

What you will do

• Own the pod’s renewal forecast, forecast integrity, renewal strategy, commercial timelines, and GRR accountability.
• Design CSM and Renewals Manager territories with Sales and RevOps to optimize coverage, collaboration, and customer continuity.
• Monitor adoption, engagement, and risk signals using Vitally, Salesforce, and Gong to drive proactive account planning and value realization.
• Lead and coach Customer Success Managers and Renewals Managers through performance management, feedback, career development, hiring, and onboarding.
• Act as executive sponsor and escalation point for high-stakes accounts, complex issues, expectation resets, and at-risk customer partnerships.
• Co-lead the customer lifecycle and GTM roadmap with the Director, Sales, including QBRs, customer prioritization, NRR optimization, and AI tool adoption.

Requirements

• Demonstrated success as a Customer Success leader with direct accountability for GRR, renewal outcomes, and team performance against retention and adoption goals.
• Experience owning and delivering renewal forecasts, including explaining movement, risk, and actions driving results.
• Deep understanding of CS methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment.
• Proven ability to coach and develop CS practitioners into high-performing strategic advisors.
• Commercial confidence in renewal negotiations, expansion conversations, executive-level customer engagement, and escalations.
• Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps.
• Ability to work through ambiguity and lead teams through change, evolving models, or new ways of working.
• Strong coaching and people leadership capabilities, senior leadership presence, and communication skills.
• Data fluency and proficiency with Vitally, Salesforce, and Gong or equivalent tools.
• Alignment with company values and behaviors.

Culture & Benefits

• Hybrid office model focused on in-person connection, pace, and culture.
• Equity through an Employee Share Option Program.
• Learning programs and coaching.
• Quarterly refresh days, an extended end-of-year break, and a monthly wellbeing and lifestyle allowance.
• Inclusive parental leave from day one, MacBook, and home workspace budget.
• Five annual social impact days and medical insurance for employees and families in the US and UK.