Who you are

• The ideal candidate has experience building or being part of a high-growth SaaS customer success function, thrives in fast-paced startup environments, and knows how to balance strategic leadership with tactical execution
• Proven track record as a Customer Success leader in a high-growth SaaS startup focusing on retention and churn reduction
• Experience working with reactive retention manager style ICs in lower segments
• Experience building or scaling a Customer Success function from the ground up
• Hands-on leadership style — willing to be in the trenches with clients and the team
• Strong commercial acumen with the ability to lead renewal and expansion discussions
• Deep understanding of Customer Success KPIs (GRR, NRR, NPS) and how to move them
• Excellent relationship-building and communication skills; able to quickly establish trust with clients
• Comfortable operating with autonomy and accountability — takes direction but executes independently
• Excited about the impact of AI on Customer Success and able to articulate its applications

What the job involves

• We are looking for a Director of Customer Success Management who can take full ownership of our customer success organization and lead it into its next phase of growth
• This is a hands-on, roll-up-your-sleeves role — not a position for someone who wants to sit in an ivory tower
• You will be on the front lines with customers, while also evolving the strategy, structure, and playbooks that allow the department to scale
• You’ll own the performance of our customer base, build strong client relationships, and help define how we leverage AI to scale customer success
• Take full ownership of the Customer Success Management function — evolving its strategy, playbooks, and KPIs
• Lead from the front: engage directly with key customers while coaching and developing the team
• Drive accountability for core metrics like GRR, NRR, NPS, and renewal/expansion performance
• Build and maintain executive-level relationships with clients, ensuring alignment on business outcomes
• Partner with sales and leadership on commercial conversations, renewals, and upsell opportunities
• Champion the use of AI-driven tools and processes to improve efficiency and scale the CS function
• Represent the voice of the customer internally, influencing product, support, and operations

Benefits

• Company stock options provided to every role
• Career advancement opportunities
• Dynamic international culture