Descript

Director, Customer Success

Descript

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $140,000 - $180,000 per year

Job Level

Lead

About the role

  • Manage, mentor, and grow a team of Customer Success Managers responsible for onboarding, adoption, retention, and expansion across strategic Enterprise accounts.
  • Establish team operating rhythms, KPIs, and performance expectations that reinforce customer value and commercial outcomes.
  • Build a culture of curiosity, collaboration, accountability, and continuous improvement.
  • Build scalable CS programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation.
  • Work with the VP of Sales to define the long-term CS vision, success metrics, and organizational structure as the team grows.
  • Implement systems and tooling to enable visibility, efficiency, and data-driven decision making across the customer lifecycle.
  • Oversee executive-level engagement strategies and ensure CSMs are positioned as trusted advisors to our most strategic accounts.
  • Partner with Sales leadership to co-own revenue outcomes including retention, renewal execution, and expansion opportunities.
  • Develop frameworks to identify customers at risk, intervene proactively, and ensure long-term health of accounts.
  • Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support.
  • Translate customer insights into clear opportunities, informing roadmap prioritization and product strategy.
  • Ensure the CS organization is tightly integrated into product adoption feedback loops and launch processes.
  • Build repeatable programs that support both high-touch Enterprise accounts and scalable low-touch motions.
  • Improve onboarding experiences, customer education programs, and internal enablement materials.
  • Establish best practices around customer lifecycle management, stakeholder mapping, success planning, and executive QBRs.

Requirements

  • 8–10+ years in Customer Success, including 3+ years leading CSM teams at high-growth SaaS companies.
  • Demonstrated success building CS programs, processes, and playbooks in fast-moving or early-stage environments.
  • Proven track record driving retention, adoption, and expansion within Enterprise (5,000+ employee) organizations.
  • Experience partnering closely with Sales to align on strategies for growth and long-term customer value.
  • Strong executive communication skills, with the ability to influence stakeholders from practitioner to C-suite.
  • Comfort leading both strategic high-touch engagements and more scalable low-touch motions.
  • A builder’s mindset - resourceful, curious, and excited to create systems where none exist.
  • Experience working with PLG or freemium user bases, particularly those with broad horizontal adoption.
Benefits
  • generous healthcare package
  • 401k matching program
  • catered lunches
  • flexible vacation time
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Success ManagementCS programsprocessesplaybooksretention strategiesadoption strategiesexpansion strategiesdata-driven decision makingstakeholder mappingcustomer lifecycle management
Soft Skills
mentoringleadershipcommunicationcollaborationaccountabilitycuriosityresourcefulnessinfluencingstrategic thinkingproblem-solving