Director of Customer Success
$165,000–$200,000 year
Remote · Seattle, Washington, United States
Job Summary
Directs enterprise-level account management and high-volume customer success operations to scale post-sale engagement. Leads and develops a team of account managers, oversees onboarding, renewals, expansions, and customer health for strategic accounts, and partners with Sales, Product, Engineering, and Growth to surface customer feedback and drive product improvements. Manages a high-volume support function across channels, leverages AI/automation to improve efficiency while maintaining quality, and establishes scalable lifecycle programs and operational playbooks to drive retention, growth, and enterprise customer success.
Required Qualifications
- 7+ years of experience in customer success, support, account management, or related customer-facing leadership roles
- Experience leading account management or customer success teams in a SaaS environment
- Experience scaling customer-facing teams and processes in a high-growth company
- Strong operational and analytical mindset with experience using data to drive decisions and process improvements
- Experience managing technical support or product support organizations
- Ability to partner effectively with Product, Engineering, Sales, and Growth teams
- Experience supporting SaaS onboarding, customer enablement, retention, and expansion initiatives
- Strong communication, leadership, and organizational skills
- Startup or high-growth SaaS experience preferred
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