Director of Customer Success
Core
Build and lead the post-sale Customer Success function from the ground up, defining the customer journey from onboarding to expansion to drive retention and growth.
Role type
Director of Customer Success (hands-on IC with team leadership)
Builds
Post-sale CS operating model, playbooks, metrics, and a high-performing CS team
Domain
B2B SaaS (Cybersecurity)
Required skills
B2B SaaS CS/Account Management, team management, GRR/NRR metrics, product adoption strategies, executive relationship management, cross-functional collaboration
Preferred skills
Cybersecurity background, high-growth/early-stage experience
Technologies
CS tech stack, SaaS metrics tools
Responsibilities
Design end-to-end CS operating model including segmentation and health scoring; Own accountability for GRR, NRR, and churn; Create high-touch onboarding experience for fast time-to-value; Serve as senior escalation point for key customer stakeholders; Partner with Product, Sales, and Marketing to influence roadmap and build advocacy; Recruit, coach, and scale a high-performing CS team
Seniority
Director, hands-on IC with team leadership
