Director, Customer Success

Espresa

Director of Customer Success at Espresa responsible for driving vision, strategy, and execution of the Customer Success department. Overseeing initiatives and teams ensuring alignment with business objectives.

Posted 4/22/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Take ownership of establishing a structured strategic planning process for the CS team.
Work hand-in-hand with the peer Director of Customer Success to standardize processes, tools, and methodologies, ensuring a unified experience for all CSMs and customers.
Serve as the primary voice of the customer and admin with the Product team.
Build a deep understanding of how Espresa is configured and used.
Maintain a close feedback loop with Product on escalations, bugs, and systemic gaps.
Work across departments to solve key business challenges.
Develop expert-level knowledge of the Espresa platform.
Support CSMs on complex technical questions and configuration challenges.
Partner closely with the Head of Account Management to support a seamless commercial strategy.
Attract, hire, and mentor top talent.

Requirements

What you’ll need

Proven ability to partner with peer leaders to drive organizational consistency and shared goals.
Able to develop and maintain deep fluency in complex SaaS platform functionality.
Comfortable operating in a technical environment and bridging customer needs with product capabilities.
Capable of supporting CSMs on configuration, integrations, and admin-level challenges.
Equally comfortable in the details as in the strategy.
Able to review data, spot anomalies, catch process gaps, and build systems that don't let things fall through the cracks.
Experienced in translating customer and admin feedback into structured, credible product input.
Solid understanding of the renewal and expansion lifecycle.
Strong ability to manage large, multidisciplinary teams and complex projects with high visibility and impact.
Proven track record building, mentoring, and developing senior team members.
Highly skilled in conflict resolution, breaking down barriers, and building cross-functional collaboration.
Exceptional delegation and process-building skills.
Significant gravitas as a leader with strong internal influence and a commitment to confidentiality and integrity.

Benefits

Comp & perks

health, retirement
a Lifestyle Spending Account
generous PTO

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

SaaS platform functionalityconfigurationintegrationsdata analysisprocess buildingstrategic planningproject managementcustomer feedback translationtechnical problem solvingproduct knowledge

Soft Skills

leadershipmentoringconflict resolutioncross-functional collaborationorganizational consistencycommunicationstrategic thinkingattention to detailinfluenceteam management