Director of Customer Success

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: Demonstrated experience building or scaling an early-stage Customer Success function; specific years of experience are not required.

Core Areas: Customer Success Strategy, Customer Retention, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Customer Onboarding and Adoption, Renewals and Account Expansion, Customer Health Scoring, B2B SaaS Account Management

Compensation: Base salary: $170,000–$200,000 annually; On-Target Earnings (OTE): $200,000–$250,000 annually, plus equity.

About the Role

The Director of Customer Success will establish and scale a Customer Success function for a growing B2B cybersecurity SaaS business specializing in governance, risk, and compliance (GRC). This leadership position owns Customer Success strategy, customer retention, renewals, account expansion, and the development of a repeatable operating model that improves gross revenue retention (GRR), net revenue retention (NRR), and customer lifetime value.

The role combines strategic leadership with hands-on account management, including customer segmentation, health scoring, onboarding and adoption programs, renewal forecasting, and executive escalations. Responsibilities also include implementing Customer Success and CRM systems, developing performance metrics, managing strategic mid-market and enterprise accounts, partnering with Sales and Product, and building a Customer Success team as the function expands.

What You'll Do

• Build the Customer Success function from the ground up, establishing its strategy, organizational structure, operating model, and scalable processes.
• Own customer retention and revenue growth by improving gross revenue retention (GRR), strengthening product adoption, proactively managing customer risk, and reducing churn.
• Develop a repeatable account expansion strategy that increases net revenue retention (NRR), expansion revenue, and customer lifetime value.
• Design and implement customer segmentation, customer health scoring, and proactive engagement processes to replace reactive account management practices.
• Create standardized customer onboarding, product adoption, and renewal playbooks that support a consistent, scalable customer experience.
• Personally manage a portfolio of strategic customer accounts during the initial development of the function, acting as a trusted advisor and executive escalation point.
• Lead customer renewal discussions and address complex account issues while establishing repeatable renewal management practices.
• Evaluate, select, and implement Customer Success platforms and related tooling to improve account health visibility, operational processes, and forecasting accuracy.
• Partner with Sales to coordinate customer account handoffs, identify expansion opportunities, and improve renewal forecasting.
• Collaborate with Product to establish customer feedback loops and provide input into product roadmap priorities.
• Define, measure, and report key Customer Success performance indicators, including GRR, NRR, customer churn, customer sentiment, customer advocacy, and expansion revenue.
• Develop a Customer Success measurement and reporting framework that evolves with the function and provides actionable insights to executive leadership.
• Recruit, develop, and lead a Customer Success team as the organization and customer portfolio scale.
• Represent the voice of the customer across internal teams, influencing product development, marketing initiatives, and broader business strategy.

Qualifications

Required Experience

• Demonstrated experience establishing or scaling a Customer Success function in an early-stage organization, including hands-on involvement in building processes, operating models, and customer management practices.
• Comprehensive professional experience in Customer Success, Account Management, or a related revenue-facing function within B2B SaaS.
• Proven record of improving net revenue retention, customer renewals, and account expansion revenue through measurable business outcomes.
• Experience combining Customer Success leadership and strategic planning with direct execution, including developing operational playbooks and personally managing renewal conversations.
• Practical experience evaluating, selecting, and implementing Customer Success and CRM tools to establish processes, visibility, and reporting capabilities.

Required Skills

• Ability to design and execute Customer Success strategies covering customer retention, onboarding, adoption, renewals, and account expansion.
• Strong understanding of SaaS customer retention and revenue metrics, including net revenue retention (NRR), gross revenue retention (GRR), churn, and expansion revenue.
• Ability to establish scalable Customer Success processes, customer segmentation models, health scoring systems, and proactive customer engagement programs.
• Strong analytical capabilities, including defining performance metrics, developing reporting frameworks, interpreting customer data, and making data-driven operational decisions.
• Ability to evaluate and implement Customer Success and CRM platforms that support account management processes, customer health visibility, and forecasting.
• Experience managing strategic customer relationships, conducting renewal discussions, addressing executive escalations, and identifying account growth opportunities.
• Excellent executive communication and presentation skills, with the ability to work as a strategic partner to Sales, Product, and C-suite leadership.
• Ability to operate independently in an early-stage environment, manage ambiguity, and balance strategic responsibilities with hands-on execution.

Preferred Qualifications

• Experience working with governance, risk, and compliance (GRC) SaaS solutions.
• Background in adjacent SaaS markets, including cybersecurity, compliance, risk management, or audit.
• Practitioner-level experience in GRC, compliance, or risk management, including experience gained outside a SaaS organization.

Benefits

• Remote-first work environment.
• Flexible paid time off (PTO).
• Equity participation.
• Performance-based bonus opportunities tied to retention and expansion metrics.
• Comprehensive employee benefits package.
• Opportunity to establish and lead a Customer Success function with direct responsibility for customer retention and revenue growth.
• Collaboration with an execution-focused leadership team.