Director, Customer Success
AvocaAI-powered Customer company
New York, United StatesDirector
Meritech Capital
General Catalyst
Kleiner Perkins
Amplify Partners
Y Combinator
Nexus Venture Partners
Sales & Account Management
About the role
TL;DR
Lead a team of technical account managers to retain and grow customers.
- •As Director of Customer Success, you'll lead a team of technical account managers responsible for retaining and growing customers.
- •This role involves setting the vision, creating processes, and maintaining relationships with cross-functional teams.
- •Key Responsibilities Hire, develop, and retain a group of Technical Account Managers.
- •Create strategies to address risks and opportunities related to adoption, engagement, and retention.
- •Set the bar for technical depth, ownership, and customer communication.
- •Define career paths, performance standards, and coaching rhythms.
- •Serve as the senior escalation point with clients when needed.
- •Requirements 8-12+ years of experience in customer success, with 5+ years in a management role.
- •Track record of building or leading CS teams in a high-growth B2B SaaS environment.
- •Strong technical instincts and the ability to reason through complex production issues.
- •Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
- •Comfortable operating cross-functionally with Sales, Support, Product, and Engineering leadership.
Required skills
Customer SuccessTechnical LeadershipCross-functional LeadershipStrategic Planning
