Summary

Role: Senior Director, Customer Success

Job type: Full-time

Experience level: 5-10 years minimum

Department: Customer Success

Reports To: Chief Strategy Officer (CSO)

Location: Remote, Boston, Massachusetts based company

Company size: 11-50 people

Salary Range: 140K-175K, bonus opportunity, equity

The salary range is contingent upon experience and geographic location.

The Impact You’ll Have

The Senior Director of Customer Success will own the end-to-end post-sales customer

lifecycle for a growing SaaS company.

This is a hands-on, player–coach role for a small but expanding CS team. You will lead

strategy and personally drive outcomes for key accounts while building scalable programs,

processes, and a high-performing CS org. Success is measured by retention, expansion,

adoption, and repeatable customer value delivery

Key Responsibilities

Own the Customer Lifecycle (Hands-On)

Build strong relationships with customer stakeholders
Lead onboarding, adoption planning, and ongoing success motions for new and

existing customers.

Personally manage strategic and/or high-risk accounts to drive customer value
Conduct executive QBRs, success planning, and outcome reviews with customer

leadership.

Identify churn risks early and drive mitigation plans to protect renewals

Build the CS Function for Scale

Define the CS engagement model appropriate for a small team
Refine playbooks for onboarding, adoption milestones, renewals, escalations, and

expansions.

Implement systems for understanding and tracking customer health, usage

monitoring, and lifecycle triggers.

Cross-Functional Customer Advocacy

Be the voice of the customer internally; translate customer needs into prioritized

product feedback.

Partner with Product to reduce friction in onboarding and improve adoption-driving

features.

Collaborate with Support to improve escalation handling and root-cause prevention
Work with Marketing on references, case studies, and customer advocacy

Lead & Develop a Small Team

Coach and develop CSMs in account strategy, consultative skills, and customer

outcome delivery.

Hire thoughtfully as the company grows; design roles, leveling, and career paths
Set clear weekly rhythms (pipeline/risk reviews, customer health standups,

enablement).

Foster a customer-first culture in CS team

Qualifications

Required

5–10+ years in Customer Success, Account Management, or post-sales roles in B2B

SaaS.

3–5+ years leading teams, ideally including managing managers or senior ICs.

HubSpot CRM proficiency

Ability and willingness to travel to customer sites.

Strong “builder” mindset: you’ve driven CS processes, playbooks, and rhythms.

Comfortable being hands-on with customers and systems.

Proven ability to own and improve renewals/retention in a recurring revenue model.

Excellent executive presence and ability to influence cross-functionally

Salary Range, based on experience and geographic location

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