Director of Customer Success

Director of Customer Success

Location: Hybrid – Boston, MA
Compensation: $190K – $240K OTE + Equity
Employment Type: Full-Time

About the Company

We are a fast-growing SaaS company that recently raised a Series A round and is entering its next phase of scale. With strong product-market fit and expanding enterprise demand, the company is focused on building durable systems that support long-term retention, expansion, and predictable revenue growth.

The Role

We are hiring a Director of Customer Success to own retention, expansion, and post-sale system design. This is a true builder role. You will lead a lean team and architect the operating model required to scale from dozens to 200+ accounts without sacrificing quality.

This is a revenue-accountable leadership position. You will own Net Revenue Retention (NRR), Gross Revenue Retention (GRR), renewal forecasting, and expansion pipeline creation. Success will be measured by revenue outcomes, not activity metrics.

Key Responsibilities

Retention & Revenue Growth

• Drive Net Revenue Retention ? 120% and Gross Revenue Retention ? 95%

• Build and maintain a forecastable expansion pipeline

• Standardize multi-year enterprise renewal processes

Scalable CS Operating Model

• Design and deploy SMB vs. Enterprise segmentation with differentiated engagement strategies

• Build documented CS playbooks across onboarding, renewals, and expansion

• Automate ? 70% of onboarding and renewal workflows

• Scale the CS function to support 200+ accounts without degrading experience

Enterprise Customer Success

• Implement an Executive Business Review (EBR) framework with stakeholder mapping

• Tie success plans to measurable ROI and budget justification

• Document and operationalize a repeatable enterprise motion

Onboarding & Time to Value

• Deliver time-to-first measurable value in under 60 days

• Identify risk signals within the first 90 days

• Create structured onboarding programs that reduce manual effort

Qualifications

Required

• 5+ years in Customer Success, Account Management, or Post-Sale Revenue leadership

• Proven track record of driving NRR ? 110% in a B2B SaaS environment

• Experience building or re-architecting CS functions for scale

• Strong comfort with automation, AI tooling, and system design

Preferred

• Experience working with enterprise customers

• Executive presence and comfort engaging senior stakeholders

• Strong analytical mindset with experience in health scoring, segmentation, and revenue forecasting

What We Offer

• Competitive base + commission structure

• Equity participation

• Comprehensive health, dental, and vision coverage

• 401(k)

• Generous PTO and flexible hybrid schedule

• Professional development support

• High-growth environment with real ownership and impact