Director of Customer Success

5 days ago

Boston, United States Memfault Full time

Memfault is looking for an experienced Director of Customer Success to lead our Success and Implementation teams. The CS team drives implementations, manages customer relationships, and tees up expansions to help grow the business. This is a strategic function for the company, which underpins our land and expand strategy and our ability to grow a very large business.

As Director of Customer Success, you will collaborate with our sales, product, marketing, and engineering teams to help incredible businesses such as Logitech, Lyft, Whoop, and Bose build better, more reliable products. You will join our extended leadership team and report to our SVP of Revenue.

The ideal candidate should have experience leading customer success teams at B2B SaaS startups, preferably in the developer space. Success in this role requires strong management skills, a get-things-done attitude, and systems thinking abilities.

You will:
  • Hire, coach, and manage Customer Success Managers and Implementation Managers on the CS team
  • Iterate on our customer success and implementation playbooks
  • Own two of our most important KPIs: average time to value, and net revenue retention
  • Lead strategy for our key accounts
  • Influence our product roadmap based on customer learnings
You are:
  • An experienced CS leader in technical B2B SaaS
  • A great people manager with a history of hiring A players and coaching them to success
  • Comfortable in front of executives at large enterprise customers
  • Undeterred by the pace and high ambiguity environment inherent to a startup
  • Organized and process oriented

We offer full benefits (health, vision, dental, 401k), unlimited PTO, and competitive pay and equity packages.

We want you (yes, you) to apply

At Memfault, we believe in the power of diversity and the importance of fostering an inclusive environment where everyone feels valued and empowered. We hold the opinion that diversity is not just a goal, but a key driver of creativity, innovation, and growth. Our commitment to diversity and inclusion is embedded in our company culture and reflected in our policies and practices.

We are proud to be an Equal Opportunity Employer. We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by law.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria — unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience

About Memfault

Memfault is the first IoT reliability platform that empowers teams to build more robust devices at scale. Today hardware teams have little insight into how their products are performing and what issues are driving the majority of field failures; with Memfault, they can operate with the same speed and agility as software organizations. Companies like Lyft, Logitech, Bose, Whoop, and Verkada use Memfault's performance monitoring, device debugging, and OTA update capabilities to ship fast and build high-quality products. Memfault was founded by veterans of Pebble, Fitbit, and Oculus and is backed by Stripes, Uncork Capital, Partech, the 5G Innovation Lab, S28 Capital, and Y Combinator.

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