Director of Customer Success
2 days ago
The Director of Customer Success & Onboarding will lead customer onboarding, adoption, and early lifecycle outcomes across our SaaS platform, ensuring customers achieve rapid time-to-value and are positioned for long-term retention and expansion. This role combines operational rigor, customer lifecycle expertise, and cross-functional leadership to scale success programs in a high-growth environment.
Key Responsibilities:
- Own customer onboarding and early lifecycle success following activation.
- Develop and maintain standardized onboarding programs with defined milestones and success criteria.
- Drive product adoption and time-to-value across customer segments.
- Monitor customer health, usage, and engagement trends.
- Identify renewal risks and expansion opportunities early.
- Partner with Product, Operations, and Support to reduce friction and improve customer outcomes.
- Build, lead, and scale a Customer Success team as the organization grows.
- Translate customer insights into actionable feedback for internal teams.
Qualifications Education:
- Bachelor's degree in Business, Operations, or a related field; advanced degree preferred.
- Experience: 7+ years of experience in Customer Success, Onboarding, or Account Management within SaaS.
- Proven experience building scalable onboarding and adoption programs.
- Experience leading and developing customer-facing teams.
Skills:
- Strong understanding of customer lifecycle metrics and health indicators.
- Ability to work cross-functionally and influence outcomes without direct authority.
- Data-driven mindset with strong operational discipline.
Preferred Qualifications:
- Experience supporting multi-product or platform SaaS environments.
- Familiarity with renewal forecasting or expansion strategy.
- Background in technically complex or operationally scaled products.
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