Director of Customer Success

Read AI - Seattle HQ, Remote. Posted 8 days ago

The role

The Director of Customer Success will lead and scale the post-sale customer organization. This includes overseeing account management for strategic accounts and high-volume customer success operations.

What you will do

Oversee account management and customer engagement for larger customers and strategic accounts
Lead and develop a team of Account Managers
Partner with Sales on onboarding, renewals, expansions, customer health, and escalations
Support customer enablement and adoption to drive retention and growth
Develop engagement strategies, lifecycle programs, and operational playbooks
Partner with Product and Engineering to surface customer needs and feedback
Oversee high-volume customer success and technical support operations
Manage the Senior Manager responsible for the Customer Success Team
Increase use of AI, automation, and tooling improvements
Develop operational reporting and data analysis

Required qualifications

7+ years of experience in customer success, support, account management, or related customer-facing leadership roles
Experience leading account management or customer success teams in a SaaS environment
Experience scaling customer-facing teams and processes in a high-growth company
Strong operational and analytical mindset with experience using data to drive decisions and process improvements
Experience managing technical support or product support organizations
Ability to partner effectively with Product, Engineering, Sales, and Growth teams
Experience supporting SaaS onboarding, customer enablement, retention, and expansion initiatives
Strong communication, leadership, and organizational skills

Nice to have

Startup or high-growth SaaS experience

Benefits

Equity
Low deductible health plans
Flexible time away
Family leave programs

Before you apply

Applicants must be authorized to work for ANY employer in the U.S.
Unable to sponsor or take over sponsorship of an employment Visa

About the company

Read AI builds products that help people get more value from their meetings, workflows, and communication.