Director of Customer Success

We're hiring a Director of Customer Success to build an AI-native CS function that compounds NRR, turning every strategic account into a multi-year, expanding partnership. This role reports to the CRO and owns the renewal, expansion, and strategic account motion for our enterprise customer base.

- Have hit our FY27 NRR target by establishing a renewal and expansion forecasting model with under 10% variance from actuals.

- Have shipped an AI-first operating model with at least three CS workflows (account planning, renewal risk scoring, QBR prep) running with AI in the loop, freeing material team capacity.

- Have ensured the top 20 strategic accounts have living account plans with documented expansion pipeline, owned by named CSMs.

- Have scaled the team from 5 to 6+ without quality drop — hiring, onboarding, and raising performance standards.

- Have launched a customer health system that flags renewal risk 90+ days before contract end, integrated with the broader data stack.

- Own the NRR number end-to-end across renewals, expansion, and at-risk save motions.

- Lead and develop a team of 5–6+ CSMs and Account Managers, with active player-coach involvement in the largest strategic accounts.

- Design and implement AI-driven workflows that reshape how CS operates — not just bolt AI onto existing process.

- Partner closely with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling.

- Build the customer health and forecasting systems that give leadership a 90-day forward view of renewal risk.

- Run executive QBRs with our largest accounts and lead at-risk save plays personally.

- Establish the operating cadences (account reviews, forecast calls, save plans) that scale with the team.

- You've personally owned a multi-million-dollar renewal and expansion number and can talk forecasting, churn signals, and expansion motion with detail.

- You've reshaped a Customer Success function with AI or automation — not adopted tools, but rebuilt the workflow.

- You lead from the front: you're still active on the biggest accounts while raising the bar across your team.

- You're credible with VP+ enterprise stakeholders and can save a renewal personally when it matters.

- You operate fluidly across Sales, Product, and Marketing, reducing friction for everyone you partner with.

- You see customer outcomes as personal accountability — you chase the why behind every churn, and you don't sandbag the forecast.

- You can articulate what AI-native Customer Success looks like — to your team, to customers, and to the board.

- A pure individual contributor role — you'll be managing and developing a team.

- A steward role — we're not looking for someone to operate the existing playbook; we're hiring you to rebuild it.

- An exclusively renewal- or exclusively expansion-focused role — you own both.

- A role where AI is treated as a buzzword — we expect concrete reshaping of how CS operates.