Customer Success Director
This is a key leadership role that requires someone with experience in customer success or account management, preferably in B2B SaaS. The ideal candidate will have strong leadership skills and be able to manage and report on SaaS metrics and customer health.
The successful candidate will lead our global Customer Success function - owning the full post-sale lifecycle, from onboarding through expansion and renewal. They will manage a team of CSMs, and act as the voice of the customer across the business. They will be accountable for key SaaS growth metrics including NRR, churn, expansion, and customer satisfaction.
* Lead and scale a high-performing Customer Success team
* Owning and reporting on core SaaS metrics: NRR, churn, expansion, adoption, and customer health scores
* Design and optimize playbooks for onboarding, adoption, and renewals
* Partner with Sales on expansion opportunities and renewals
* Act as the executive sponsor for strategic accounts
* Drive insights from customer feedback to inform Product and GTM teams
* Maintain operational rigor through tools like Jira, Confluence, Hubspot, and BI dashboards
About You
* 5+ years in Customer Success or Account Management roles in B2B SaaS; 3+ years in leadership
* Strong experience managing and reporting on SaaS metrics and customer health
* Deep familiarity with the Atlassian ecosystem, especially Jira and Confluence
* Comfortable working with DevOps and technical buyer personas
* Strong command of tools like Hubspot, Jira, BI tools, and customer engagement platforms
* Outcome-oriented, data-driven, and highly collaborative
As a Customer Success Director, you will work closely with Sales, Product, and Marketing to ensure a seamless customer experience and maximize customer lifetime value. This is an excellent opportunity to make a significant impact on our company's growth and success.