Job description
The Role
As Director of Customer Success, you will lead our global Customer Success function—owning the full post-sale lifecycle, from onboarding through expansion and renewal. You’ll manage a team of CSMs, and act as the voice of the customer across the business. You’ll be accountable for key SaaS growth metrics including NRR, churn, expansion, and customer satisfaction.
You’ll work closely with Sales, Product, and Marketing to ensure a seamless customer experience and maximize customer lifetime value.
Key Responsibilities
- Lead and scale a high-performing Customer Success team.
- Own and report on core SaaS metrics: NRR, churn, expansion, adoption, and customer health scores.
- Design and optimize playbooks for onboarding, adoption, and renewals.
- Partner with Sales on expansion opportunities and renewals.
- Act as the executive sponsor for strategic accounts.
- Drive insights from customer feedback to inform Product and GTM teams.
- Maintain operational rigor through tools like Jira, Confluence, Hubspot, and BI dashboards.
- Maintain a deep understanding of Xray Test Management for DevOps teams around the world, enabling them to scale quality.
About You
- 5+ years in Customer Success or Account Management roles in B2B SaaS; 3+ years in leadership.
- Strong experience managing and reporting on SaaS metrics and customer health.
- Deep familiarity with the Atlassian ecosystem, especially Jira and Confluence.
- Comfortable working with DevOps and technical buyer personas.
- Strong command of tools like Hubspot, Jira, BI tools, and customer engagement platforms.
- Outcome-oriented, data-driven, and highly collaborative.
An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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