Director of Customer Success (SaaS)

Related skills

crm

hubspot

salesforce

onboarding

retention

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📋 Description

• Own overall CS strategy, retention, and expansion targets with NRR/churn focus.
• Drive adoption by expanding product usage across accounts.
• Coach and support CS team; engage strategic accounts when needed.
• Lead, develop, and scale CS org; hire/onboard future members.
• Build scalable CS playbooks for onboarding, adoption, renewal, expansion, and management.
• Establish health frameworks and processes to improve outcomes.

🎯 Requirements

• Proven experience leading CS in a B2B SaaS environment with team development.
• Track record of retention/expansion metrics and coaching teams to targets.
• Hands-on leadership; able to lead strategic complex customer situations.
• Experience creating/improving CS processes and playbooks in fast-growth settings.
• Deep understanding of end-to-end customer lifecycle: onboarding to expansion.
• Consultative mindset to uncover challenges and propose solutions.

🎁 Benefits

• Opportunity to build and lead CS in a fast-growing SaaS environment.
• Direct collaboration with founders and leadership; influence on CS strategy.
• Shaping scalable processes and long-term customer relationships from an early stage.
• Work within a profitable, high-growth organization with momentum.
• High ownership, autonomy, and entrepreneurial responsibility.
• Collaborative culture focused on impact and execution.

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