Director of Customer Success

Director of Customer Success – West Coast

About the Role

We are seeking a strategic and customer-centric Director of Customer Success to lead and scale our West Coast customer success organization. This leader will own customer outcomes across onboarding, adoption, retention, expansion, and advocacy for a portfolio of strategic accounts.

The ideal candidate combines executive presence, operational rigor, and a deep understanding of SaaS customer lifecycle management. You will partner cross-functionally with Sales, Product, Support, and Marketing to drive measurable customer value and long-term revenue growth.

Key Responsibilities

Customer Success Leadership

• Lead, mentor, and scale a high-performing team of Customer Success Managers across the West Coast region.
• Establish clear performance expectations, KPIs, and career development plans for team members.
• Build a customer-first culture focused on business outcomes, retention, and advocacy.

Customer Relationship Management

• Own executive relationships with strategic and enterprise customers.
• Drive customer health, adoption, retention, renewals, and expansion opportunities.
• Develop success plans aligned to customer business objectives and measurable ROI.
• Act as an escalation point for critical customer issues and coordinate resolution across internal teams.

Revenue Retention & Growth

• Partner closely with Sales and Account Management to support renewals and identify expansion opportunities.
• Monitor churn risk and proactively implement mitigation strategies.
• Drive net revenue retention (NRR), gross retention, and customer satisfaction targets.

Cross-Functional Collaboration

• Collaborate with Product and Engineering teams to communicate customer feedback and influence roadmap priorities.
• Work with Marketing on customer advocacy initiatives including case studies, references, webinars, and events.
• Partner with Support and Services teams to ensure seamless customer experiences.

Operational Excellence

• Define and optimize customer success processes, playbooks, and lifecycle programs.
• Utilize CRM and customer success platforms to monitor health metrics and forecast retention risks.
• Analyze customer data and present actionable insights to executive leadership.
• Build scalable frameworks for onboarding, adoption, and customer engagement.

Qualifications

• 8 years of experience in Customer Success, Account Management, or related customer-facing leadership roles.
• 3 years leading high-performing Customer Success teams in a SaaS or technology environment.
• Proven track record of driving retention, expansion, and customer satisfaction metrics.
• Experience managing enterprise and strategic customer relationships.
• Strong operational and analytical skills with experience using CRM and CS platforms (Salesforce, Gainsight, HubSpot, etc.).
• Excellent communication, presentation, and executive stakeholder management skills.
• Ability to influence cross-functional teams and drive alignment across the organization.
• Bachelor’s degree required; MBA or advanced degree preferred.

Preferred Qualifications

• Experience supporting customers across the West Coast market.
• Background in B2B SaaS, AI, cybersecurity, fintech, or enterprise software.
• Experience scaling customer success organizations during periods of rapid growth.
• Familiarity with usage-based or subscription revenue models.

Success Metrics

• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Product Adoption & Engagement
• Renewal & Expansion Rates
• Team Performance & Employee Retention

Compensation & Benefits

• Competitive base salary performance bonus
• Equity opportunity
• Comprehensive medical, dental, and vision insurance
• Flexible PTO
• 401(k)