Director of Customer Success
virtual vocationsNew York (NY)
Director of Customer Success
Posted 2 days ago
virtual vocationsNew York (NY)
SENIORITY
Manager
About the role
Owning the post-sale customer journey, the full-time Director of Customer Success will lead a team of Customer Success Managers, focusing on onboarding, adoption, renewal, and expansion while leveraging AI to enhance customer value in a remote environment.
Key responsibilities:
Lead and scale the Customer Success team by hiring, coaching, and developing managers with a focus on AI fluency and clear career paths
Drive customer outcomes by owning revenue retention and expansion, and building success plans tied to security outcomes
Partner across the customer journey by collaborating with Support, Product, and Engineering to enhance customer satisfaction and product adoptionRequired qualifications 10+ years in customer success or post-sale leadership at a B2B SaaS company, with 5+ years in a leadership role
Proven track record of owning retention and expansion metrics and building scalable Customer Success teams
Technical credibility with CISOs and experience in SaaS, identity management, and integrations
Hands-on experience applying AI to customer success, including LLM-based workflows and predictive health scoring
Strong executive presence and experience leading remote teams in a high-growth environment
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.