Customer.io

Senior Director, Customer Success

Customer.io

full-time

Posted on:

Location Type: Remote

Location: Oregon • United States

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Salary

💰 $200,000 - $220,000 per year

Job Level

Senior

About the role

  • Own NRR, retention, and onboarding outcomes across the Customer Success organization
  • Build and scale CS through AI, automation, and systems thinking
  • Own relationships with our largest, most strategic accounts
  • Step in directly when needed to stabilize or expand key accounts
  • Design and evolve engagement models across customer segments
  • Hire, coach, and develop CS managers and ICs into a high-performing team
  • Partner with Sales, Product, Engineering, and Marketing

Requirements

  • 10+ years in Customer Success or related customer-facing roles
  • Proven track record driving NRR, retention, and adoption outcomes at a B2B SaaS company
  • Hands-on experience with AI and automation in a CS context
  • Strong executive presence
  • Demonstrated ability to scale CS programs
  • Experience managing and expanding strategic customer accounts
  • Strong operational acumen
  • A collaborative leader who welcomes debate
Benefits
  • 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
  • 16 weeks paid parental leave
  • unlimited PTO
  • stipends for remote work and wellness
  • a professional development budget
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AIautomationcustomer success managementB2B SaaSaccount managementprogram scalingoperational acumen
Soft Skills
executive presencecollaborative leadershipcoachingteam developmentrelationship management