Director of Customer Success

About the Opportunity:The organization is seeking a commercially minded Customer Success leader to help create an exceptional experience for customers, while also driving meaningful revenue outcomes for the business.As Director of Customer Success you will own the global Success & Support strategy, lead and scale a high performing team and play a critical role in how customers experience the program.The ideal candidate will also be excited to meaningfully improve both GRR and NRR.The organization’s customers are primarily larger SMB and early Mid-Market (with some larger Enterprise accounts).This role will be part of the GTM leadership team of the company and will report directly to the CEO.If you are excited to design strategy, build teams, stay close to customers, and make a meaningful impact to the organization’s revenue, then there is eagerness to chat with you.Note: this is a fully remote role for folks based on the West Coast of the United States of America. If you are not located in the PST timezone, your application will be automatically rejected.Your Impact:The organization has a long history of excellent customer support for customers that is a point of pride.The search is for someone to continue that tradition while also making a meaningful commercial impact on the business.• You will help to improve retention, especially for larger accounts. There is care for GRR & NRR improving over time.• You will help build a much more robust expansion & cross selling motion.• You are excited to build and own the strategy for this team, but you are also still excited to do the actual work and love interacting with customers. The ideal candidate is not someone who is totally off the tools and expects to never speak to customers.• You are excited to help improve the use of AI in Support and Success.• You will work with the Revenue Team to contribute to company revenue goals.• This will include working closely with the RevOps team and the Head of Sales.• You will help the product team shape important product releases.• You will build and grow an excellent team.About You:• You have a history of leading high performing customer success teams at SaaS companies that not only deliver exceptional experiences for customers, but also drive meaningful revenue for the company.• You can walk the walk and actually do the core of the job excellently (i.e. you are not just a manager).• You are very comfortable with data and understand the fundamental metrics that drive a SaaS business and deeply understand where your team's performance slots into the bigger picture.• You can hire A+ people to your team (and ideally already have a few people in mind who might be a great fit).• You get energy from coaching and growing your team.• You have existing playbooks for thinking about Onboarding, Expansion, Renewals, Churn deflection etc but aren't wedded to them and can be adaptable if the situation requires it.• You are comfortable working remote and getting the most out of a mostly remote team.• Bonus Points if you have ever worked with Payments before