Director CSM

About the Role We are seeking a highly motivated and experienced Director Customer Success to lead, scale, and evolve our Customer Success function. In this pivotal role, you will be responsible for driving customer satisfaction, retention, and long-term growth through the development and execution of a structured, scalable, and value-driven customer journey. You will collaborate cross-functionally with Sales, Product, R&D and Marketing to ensure customers fully realize the value of our solutions. As a strategic leader, you will play a critical role in building the foundation for a future support team, crafting playbooks and frameworks that will enable sustainable growth across our expanding customer base. Key Responsibilities Develop and lead a scalable Customer Success strategy, including frameworks, processes, and KPIs, to support rapid customer growth while maintaining high satisfaction and retention. Design and implement a customer lifecycle framework that supports a consistent, high-impact experience from onboarding through renewal and expansion. Create and maintain a structured Customer Success playbook to guide account engagement strategies and drive measurable business outcomes, including upsells and cross-sells. Identify, assess, and proactively mitigate churn risks; implement account health metrics and alert systems to ensure early intervention. Lead, mentor, and grow a high-performing team of Customer Success Managers, fostering a culture of accountability, excellence, and continuous learning. Collaborate with Sales, Product, and Marketing to ensure Customer Success is tightly aligned with business goals and go-to-market strategies. Build the foundation for a future customer support function, defining operational workflows, service SLAs, and knowledge management processes. Own and optimize the post-sale experience, ensuring smooth transitions from sales to onboarding, and ongoing success. Act as the voice of the customer within the organization, championing feedback and insights to influence product development and strategic decisions. Monitor industry trends and best practices, continuously improving tools, processes, and engagement models. Experience: 8+ years in Customer Success within B2B SaaS, including a minimum of 5 years in a leadership role. Demonstrated success in driving customer satisfaction, net revenue retention, and customer growth at scale. Strong strategic planning, program management, and cross-functional leadership skills. Proven ability to build scalable systems and repeatable processes in a growing organization. Exceptional communication and interpersonal skills; capable of influencing stakeholders at all levels. Data-driven mindset with the ability to translate insights into action. Experience in customer segmentation, health scoring, QBRs, and success planning. High attention to detail, with strong organizational and execution skills. Fluent in English, both written and spoken. Preferred advantage: experience working with large sets of data