Director, Customer Success

Own the full post-sale journey for Commercial and Enterprise merchants, with direct accountability for Net Revenue Retention across the book. Lead the CS organization end-to-end, including two CS Managers and named-account CSMs, while architecting an AI-first operating model where agents handle execution and humans own outcomes. Set org-wide OKRs, manage the CS budget, and build performance frameworks that drive account health, AI adoption, and expansion. Partner directly with Product and Engineering to shape the AI agent roadmap, ensuring the team pushes boundaries to automate delivery at scale. Report to the COO with visibility into board-level strategy, representing the customer voice in shaping company-wide product and commercial direction.