Director, Customer Success

Irvine, California, Remote. Posted a month ago

The role

You will build and lead the team that helps enterprise customers get value from the platform. You will set the strategy for support, retention, and growth using data, AI, and automation.

What you will do

Design the CS operating mode including segmentation, coverage model, roles, and handoffs
Own net revenue retention, gross retention, adoption, and expansion outcomes
Define and set targets for efficiency metrics
Build relationships with senior leaders at enterprise and Fortune 500 accounts
Design an AI first CS motion to automate routine work
Select, implement, and own the CS tooling stack
Hire, coach, and develop CSMs
Act as a player-coach on escalations and key executive relationships
Build playbooks for onboarding, adoption, renewals, risk, and expansion
Turn customer feedback and usage data into Product roadmap input

Required qualifications

6+ years of experience in customer success
3+ years in a management role
Experience in a SaaS or AI technology company
Experience working with enterprise and Fortune 500 customers
Experience using AI and automation to drive efficiency and improve customer success outcomes
Experience hiring, developing, and scaling a customer success team
Experience handling customer escalations
Experience building and implementing customer success playbooks
A data-informed approach to decision-making

Nice to have

Experience in a startup environment
Experience with compensation, HR tech, or data-driven products
Hands-on experience with customer success platforms and AI-enabled CS tooling

Benefits

medical
dental
vision
PTO
parental leave
equity
company offsites
continuous education
commuter benefits
flexible work environment

About the company

Compa is a venture-backed AI startup providing a live compensation data platform to enterprise teams. Their products are used by companies including NVIDIA, Stripe, DoorDash, OpenAI, Moderna, Workday, Ulta, and Target.