XOPS

Director, Customer Success

XOPS

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $171,000 - $209,000 per year

Job Level

Lead

About the role

  • Lead enterprise onboarding efforts, ensuring successful deployment and customer alignment
  • Partner with Solutions Engineering and implementation partners for seamless rollouts
  • Build scalable frameworks and repeatable onboarding processes for future CS hires
  • Drive product adoption and time-to-value with customers through enablement and proactive engagement
  • Own executive business reviews (QBRs), success metrics, and ROI tracking
  • Monitor usage trends and proactively resolve blockers to retention or value realization
  • Identify opportunities for expansion and upsell in collaboration with Sales
  • Develop business cases and partner with customers to expand usage across teams and departments
  • Track Net Revenue Retention (NRR), account health, and portfolio growth
  • Create and refine key CS processes, including playbooks for onboarding, engagement, and renewals
  • Establish customer health metrics, feedback loops, and escalation paths
  • Influence product roadmap and cross-functional decisions as the customer advocate
  • Lay the foundation for a high-performing CS team
  • Mentor junior team members or onboarding hires (as needed)
  • Prepare to formally grow into a Head of Customer Success role within 12 months, based on business needs and performance

Requirements

  • 10+ years in Customer Success, Account Management, or Enterprise Delivery in SaaS or enterprise tech
  • Demonstrated experience building or scaling CS functions at a startup or fast-growth company
  • Proven success onboarding and expanding enterprise customers at scale
  • Executive presence and ability to manage CIO/VP-level relationships
  • Analytical mindset with comfort using data to drive strategy and decision-making
  • Strong familiarity with tools like Gainsight, Salesforce, Rocketlane, Totango, etc.
  • Excellent collaboration skills; thrives in a fast-paced, resource-constrained startup environment
  • Has lead and grown a customer success team