Director of Customer Success
Core
Lead Sprig's Customer Success organization (CSM and CSE teams) to drive retention, expansion, and exceptional customer outcomes for enterprise clients.
Role type
Director of Customer Success (B2B SaaS)
Builds
Customer success strategy, high-touch account management, and technical implementation partnerships for enterprise software.
Domain
B2B SaaS / Customer Success / Enterprise Software
Required skills
B2B SaaS Customer Success leadership, managing complex enterprise accounts, driving NRR/ARR targets, coaching CSMs, managing CSE teams, executive stakeholder management, retention and risk management, land-and-expand strategy, cross-functional partnership with Sales/Product/Engineering
Preferred skills
Experience in growth-stage SaaS (Series A–D), technical customer success background
Technologies
Sprig (AI-powered customer survey platform)
Responsibilities
Own Customer Success strategy and Net Revenue Retention (NRR); work directly with strategic customers on renewals and expansion; lead and coach the CSM organization; drive retention and proactively manage customer risk; build a scalable land-and-expand motion; strengthen executive customer relationships; create a best-in-class customer journey; lead and align CSM and CSE teams; oversee technical customer success; build and develop a high-performing team; represent the voice of the customer to Product and Engineering
Seniority
Director, hands-on leadership
