Director of Customer Success

Elm Street

Director of Customer Success building and leading post-sales customer experience in SaaS environments. Designing strategy to retain and support customers across multiple products.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Build the Customer Success Function
Design and implement Customer Success strategy, processes, and tooling from scratch
Establish customer lifecycle frameworks, health scoring, and engagement models
Define success metrics (churn, retention, expansion, NPS, etc.) and reporting
Own net and gross retention targets, with a year-one floor of 80%+ GRR
Identify risk signals and proactively intervene to retain customers
Develop scalable playbooks for onboarding, adoption, renewal, and expansion
Leverage AI and automation tools to scale customer engagement and insights
Continuously improve workflows to reduce manual effort while maintaining quality
Identify opportunities to introduce intelligent automation across the customer journey
Serve as the central point of coordination across Sales, Product, Marketing, and Support
Lead cross-functional initiatives to improve customer outcomes
Influence roadmap and go-to-market strategy based on customer insights
Build relationships with key customers where high-touch engagement is needed
Balance digital-first engagement with strategic human interaction

Requirements

What you’ll need

Proven experience building or scaling a Customer Success function in a SaaS company
Strong track record of reducing churn and improving retention metrics
Experience managing multiple products or product lines
Demonstrated ability to lead product migrations or major customer transitions
Comfortable operating in a highly automated, data-driven environment
Has built or deployed AI-assisted workflows in CS—examples include AI-generated health scoring, automated QBR summaries, LLM-powered onboarding nudges, or AI triage for escalation to support.
Strong cross-functional leadership skills; effective in virtual-team environments
Excellent communication and customer relationship skills

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Elm Street Website LinkedIn All Job Openings 201 - 500 employees Founded 2016 🏠 Real Estate ☁️ SaaS 🤝 B2B Real Estate
SaaS
B2B Elm Street is a provider of integrated, end-to-end technology and marketing solutions for real estate professionals. The company offers a suite of cloud-based tools — including IDX Broker, IXACT Contact, OutboundEngine, Aiva, and VoicePad — to help agents, brokers, teams, and developer partners capture leads, manage contacts, build MLS-integrated websites, automate marketing, and streamline workflows. Elm Street positions itself as a SaaS platform combining innovative technology, marketing expertise, and dedicated support to help real estate businesses connect, convert, and retain clients. Director of Customer Success Job not on LinkedIn 🔥 3 minutes ago 🇺🇸 United States – Remote ⏰ Full Time 🔴 Lead 🏆 Customer Success Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Build the Customer Success Function
Design and implement Customer Success strategy, processes, and tooling from scratch
Establish customer lifecycle frameworks, health scoring, and engagement models
Define success metrics (churn, retention, expansion, NPS, etc.) and reporting
Own net and gross retention targets, with a year-one floor of 80%+ GRR
Identify risk signals and proactively intervene to retain customers
Develop scalable playbooks for onboarding, adoption, renewal, and expansion
Leverage AI and automation tools to scale customer engagement and insights
Continuously improve workflows to reduce manual effort while maintaining quality
Identify opportunities to introduce intelligent automation across the customer journey
Serve as the central point of coordination across Sales, Product, Marketing, and Support
Lead cross-functional initiatives to improve customer outcomes
Influence roadmap and go-to-market strategy based on customer insights
Build relationships with key customers where high-touch engagement is needed
Balance digital-first engagement with strategic human interaction 🎯 Requirements
Proven experience building or scaling a Customer Success function in a SaaS company
Strong track record of reducing churn and improving retention metrics
Experience managing multiple products or product lines
Demonstrated ability to lead product migrations or major customer transitions
Comfortable operating in a highly automated, data-driven environment
Has built or deployed AI-assisted workflows in CS—examples include AI-generated health scoring, automated QBR summaries, LLM-powered onboarding nudges, or AI triage for escalation to support.
Strong cross-functional leadership skills; effective in virtual-team environments
Excellent communication and customer relationship skills Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Principal Customer Success Manager 🔥 1 hour ago Gainsight 1001 - 5000 ☁️ SaaS 🤝 B2B 🤖 Artificial Intelligence Website LinkedIn All Job Openings Principal Customer Success Manager responsible for strategic account management at Gainsight. Driving customer growth, advocacy, and collaboration across teams in a remote role. 🇺🇸 United States – Remote 💵 $155k - $165k / year ⏰ Full Time 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Director, CRM Platform – Product 🔥 3 hours ago Cars Commerce 1001 - 5000 🛍️ eCommerce 🏪 Marketplace Website LinkedIn All Job Openings Director of CRM Platform & Product driving the strategic evolution of our Salesforce ecosystem. Overseeing AI-driven solutions, enterprise architecture and change management for enhanced customer experience. 🇺🇸 United States – Remote 💵 $175.8k - $219.8k / year ⏰ Full Time 🔴 Lead 🏆 Customer Success Director of Customer Success 🔥 17 hours ago OSARO 51 - 200 🤖 Artificial Intelligence ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Director of Customer Success overseeing Fortune 500 relationships, focusing on scaling success and enterprise growth at OSARO. 🇺🇸 United States – Remote 💵 $160k - $199k / year ⏰ Full Time 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Vice President, Global Customer Success & Support 🔥 18 hours ago JumpCloud 201 - 500 ☁️ SaaS 🔐 Security 🏢 Enterprise Website LinkedIn All Job Openings VP of Global Customer Success & Support overseeing global customer interactions via a data-driven approach. Leading a team to drive excellence in customer success and technical support across multiple regions. 🇺🇸 United States – Remote 💰 $66M Series F on 2021-10 ⏰ Full Time 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Strategic Success Manager 🔥 18 hours ago BenchPrep 51 - 200 📚 Education ☁️ SaaS 🛍️ eCommerce Website LinkedIn All Job Openings Strategic Success Manager at BenchPrep managing customer accounts, ensuring renewals and growth while collaborating with internal teams. Building lasting relationships with decision-makers to drive success. 🇺🇸 United States – Remote 💵 $90k - $105k / year 💰 $20M Series C on 2019-01 ⏰ Full Time 🟠 Senior 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor View More Customer Success Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Customer Success strategycustomer lifecycle frameworkshealth scoringengagement modelssuccess metricschurn reductionretention improvementAI-assisted workflowsautomated QBR summariesproduct migrations

Soft Skills

cross-functional leadershipcommunication skillscustomer relationship skillsinfluencing skillscoordination skillsstrategic thinkingproblem-solvingadaptabilityteam collaborationrelationship building