Summary
Role: Senior Director, Customer Success
Job type: Full-time
Experience level: 5-10 years minimum
Department: Customer Success
Reports To: Chief Strategy Officer (CSO)
Location: Remote, Boston, Massachusetts based company
Company size: 11-50 people
Salary Range: 140K-175K, bonus opportunity, equity
The salary range is contingent upon experience and geographic location.
The Impact You’ll Have
The Senior Director of Customer Success will own the end-to-end post-sales customer
lifecycle for a growing SaaS company.
This is a hands-on, player–coach role for a small but expanding CS team. You will lead
strategy and personally drive outcomes for key accounts while building scalable programs,
processes, and a high-performing CS org. Success is measured by retention, expansion,
adoption, and repeatable customer value delivery
Key Responsibilities
Own the Customer Lifecycle (Hands-On)
- Build strong relationships with customer stakeholders
- Lead onboarding, adoption planning, and ongoing success motions for new and
existing customers.
- Personally manage strategic and/or high-risk accounts to drive customer value
- Conduct executive QBRs, success planning, and outcome reviews with customer
leadership.
- Identify churn risks early and drive mitigation plans to protect renewals
Build the CS Function for Scale
- Define the CS engagement model appropriate for a small team
- Refine playbooks for onboarding, adoption milestones, renewals, escalations, and
expansions.
- Implement systems for understanding and tracking customer health, usage
monitoring, and lifecycle triggers.
Cross-Functional Customer Advocacy
- Be the voice of the customer internally; translate customer needs into prioritized
product feedback.
- Partner with Product to reduce friction in onboarding and improve adoption-driving
features.
- Collaborate with Support to improve escalation handling and root-cause prevention
- Work with Marketing on references, case studies, and customer advocacy
Lead & Develop a Small Team
- Coach and develop CSMs in account strategy, consultative skills, and customer
outcome delivery.
- Hire thoughtfully as the company grows; design roles, leveling, and career paths
- Set clear weekly rhythms (pipeline/risk reviews, customer health standups,
enablement).
- Foster a customer-first culture in CS team
Qualifications
Required
5–10+ years in Customer Success, Account Management, or post-sales roles in B2B
SaaS.
3–5+ years leading teams, ideally including managing managers or senior ICs.
HubSpot CRM proficiency
Ability and willingness to travel to customer sites.
Strong “builder” mindset: you’ve driven CS processes, playbooks, and rhythms.
Comfortable being hands-on with customers and systems.
Proven ability to own and improve renewals/retention in a recurring revenue model.
Excellent executive presence and ability to influence cross-functionally
Salary Range, based on experience and geographic location
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