Metaview

Director of Engagement

Metaview

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Job Level

Lead

About the role

  • Build and lead a high-performing US CS team across MM + SMB - recruiting, developing, and performance-managing exceptional CSM talent is a core part of the job.
  • Own GRR and NRR targets QoQ, with a clear path through onboarding excellence, deep product adoption, and expansion.
  • Lead the US post-sales motion with clear operating rhythms - efficient onboarding, adoption, forecasting, and renewal processes.
  • Deliver exceptional customer outcomes across the US portfolio: rapid time-to-value, deep adoption of core AI workflows, and measurable business impact.
  • Partner with global CS leadership to refine playbooks, build systems, and elevate the entire CS organisation.

Requirements

  • 2–3+ years of CS leadership in high-growth, VC-backed B2B SaaS, with ownership of MM and/or SMB segments. Early-stage startup experience strongly preferred.
  • Proven track record of building or scaling a CS team from scratch in a high-growth environment.
  • Direct revenue ownership experience. Commercial instinct and experience building expansion and retention motions - not just executing inherited playbooks.
  • Demonstrably AI-native: you actively use AI to improve your own and your team's output, and you're actively raising the bar on how your team works.
  • Operational rigour: you build playbooks and rhythms that work in the real world - pragmatic, scalable, and unbloated.
  • High autonomy with strong async communication habits - comfortable working across a significant timezone gap with global leadership.
  • Based in San Francisco or open to relocating. We work in a hybrid arrangement with regular in-office time.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer success leadershiprevenue ownershipAI workflowsonboarding excellenceperformance managementexpansion motionsretention motionsbuilding playbooksscalable systemshigh-growth environment
Soft Skills
team developmentcommunicationoperational rigorautonomyasync communicationleadershipcollaborationpragmatismadaptabilitystrategic thinking