DealRoom

Director of Customer Success – Account Management

DealRoom

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts • United States

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Job Level

Lead

About the role

  • Lead the entire post-sales organization
  • New customer onboarding
  • The support function (AI-first strategy)
  • All post-sales commercial ownership (renewals & expansion)
  • Build & Develop a High-Performance CS Organization
  • Recruit, hire, onboard, and develop top-tier CSMs, Account Managers, and Support professionals
  • Establish performance metrics and accountability frameworks
  • Create a culture of continuous coaching, mentoring, and performance improvement
  • Optimize post-sales commercials
  • Develop and implement structured renewal and expansion playbooks
  • Track, manage, and forecast renewal and upsell opportunities
  • Lead an AI-First Support & Onboarding Strategy
  • Redesign onboarding to accelerate time-to-value
  • Build scalable, repeatable playbooks across the customer lifecycle
  • Improve CSAT through structured feedback loops
  • Diagnose and report on reasons for customer churn

Requirements

  • 7+ years in B2B SaaS Customer Success / Account Management
  • Experience owning NDR/GRR within a meaningful revenue base
  • Demonstrated success managing renewals and expansion targets
  • Experience implementing scalable support and onboarding systems utilizing AI
  • Fluency and comfort in analyzing customer segmentation/tiering to optimize headcount and book of business load as we scale
  • Proven ability to build and develop teams
  • Commercial operator with revenue forecasting rigor
  • Strong analytical skills with deep CRM and CS platform fluency
  • Proactive operator who leverages AI and automation
  • Experience building playbooks and modern CS operating models
  • Ability to balance strategic thinking with hands-on execution
  • Executive presence and strong cross-functional partnership skills
Benefits
  • PTO
  • 100% company paid medical, dental, and vision insurance
  • FSA options
  • 401k + matching for our employees
  • New hire equity
  • Quarterly bonus structure tied to NDR/GRR performance
  • Continuous learning
  • Feedback culture
  • Collaboration across cross-country teams
  • We celebrate diversity across race, gender, age, orientation, religion, disability, and background
Applicant Tracking System Keywords

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

Hard Skills & Tools
B2B SaaSCustomer SuccessAccount ManagementNDRGRRrenewals managementexpansion targetsAI implementationcustomer segmentationplaybook development
Soft Skills
team buildinganalytical skillsstrategic thinkinghands-on executioncross-functional partnershipcoachingmentoringperformance improvementproactive operationexecutive presence