Director CSM
Core
Lead, scale, and evolve the Customer Success function to drive customer satisfaction, retention, and long-term growth through a structured, scalable customer journey.
Role type
Director, Customer Success (B2B SaaS)
Builds
Scalable Customer Success strategy, lifecycle frameworks, playbooks, and a future support function foundation.
Domain
B2B SaaS, Digital Media, Audience Intelligence, Online Marketing
Required skills
Strategic planning, Program management, Cross-functional leadership, Building scalable systems, Customer segmentation, Health scoring, QBRs, Success planning, Team mentorship, Data-driven decision making
Preferred skills
Experience with large datasets
Technologies
None stated
Responsibilities
Develop and lead a scalable Customer Success strategy; Design and implement a customer lifecycle framework; Create and maintain a structured Customer Success playbook; Identify and mitigate churn risks; Lead and mentor a high-performing team of Customer Success Managers; Collaborate with Sales, Product, and Marketing; Build the foundation for a future customer support function; Own and optimize the post-sale experience; Act as the voice of the customer; Monitor industry trends and best practices.
Seniority
Director, strategic leadership & team building
