Director of Customer Success

Route

Director of Customer Success leading post-onboarding merchant experiences at Route. Defining strategy and building a high-performing Customer Success organization for long-term growth.

Posted 6/8/2026full-timeRemote • Utah • 🇺🇸 United StatesLead💰 $229,000 - $241,000 per yearWebsite

About the role

Key responsibilities & impact

Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route
Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession
Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health
Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs
Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making
Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations
Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities
Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy

Requirements

What you’ll need

7+ years of experience in Customer Success, Account Management, or a related post-sale function
3+ years leading and developing high-performing teams
Experience building, scaling, or transforming Customer Success programs in a high-growth SaaS, fintech, e-commerce, or technology environment
Demonstrated success driving customer retention, expansion, and long-term customer value across a complex portfolio
Strong understanding of customer success metrics, including retention, net revenue retention, expansion, and customer health
Proven ability to design and improve scalable processes, playbooks, and operational frameworks that drive consistency and results
A track record of developing talent, coaching future leaders, and building high-performing teams
Strong executive presence with the ability to influence stakeholders and build trusted relationships across all levels of an organization
Highly collaborative, with experience partnering across Sales, Product, Operations, and other cross-functional teams to achieve shared goals
Data-driven and analytical, with the ability to translate insights into action and make informed decisions that improve customer and business outcomes

Benefits

Comp & perks

We offer to pay 95% - 100% of your health insurance premiums for you and your family
Remote or hybrid work arrangements
Unlimited PTO
401k matching
Formalized growth opportunities
Learning & development
DEI programs & events

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success strategycustomer retentionnet revenue retentionexpansion opportunitiescustomer health metricsprocess designoperational frameworksSaaSfinteche-commerce

Soft Skills

leadershipcoachingteam developmentcollaborationinfluencing stakeholdersrelationship buildingdata-driven decision makinganalytical thinkingcustomer obsessionaccountability