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Director, Customer Success

2 weeks, 6 days ago
United States, Canada
Full-time
Lead
Customer Success
Customer and Technical Support
Salesforce
Apply Now
Descript

Descript

Descript: All-in-one video & podcast editing with AI technology for effortless content creation.

Internet Software & Services
51-250
Founded 2017
$100M raised
View All Jobs 25

Description

  • Manage, mentor, and grow a team of Customer Success Managers supporting onboarding, adoption, retention, and expansion across strategic Enterprise accounts.
  • Establish team operating rhythms, KPIs, and performance expectations that drive customer value and commercial outcomes.
  • Build scalable customer success programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation.
  • Partner with the VP of Sales to define the long-term customer success vision, success metrics, and team structure.
  • Implement systems and tooling that improve visibility, efficiency, and data-driven decision making across the customer lifecycle.
  • Oversee executive-level engagement strategies and position CSMs as trusted advisors to strategic accounts.
  • Co-own retention, renewal execution, and expansion opportunities with Sales leadership.
  • Develop frameworks to identify at-risk customers, intervene proactively, and maintain account health.
  • Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support.
  • Translate customer insights into roadmap and product strategy recommendations, and keep customer success integrated into product feedback loops and launch processes.
  • Improve onboarding experiences, customer education programs, and internal enablement materials.
  • Establish best practices for customer lifecycle management, stakeholder mapping, success planning, and executive QBRs.

Requirements

  • 8–10+ years of experience in Customer Success.
  • 3+ years of experience leading Customer Success Manager teams.
  • Experience building customer success programs, processes, and playbooks in fast-moving or early-stage environments.
  • Proven success driving retention, adoption, and expansion within Enterprise organizations of 5,000+ employees.
  • Experience partnering closely with Sales on growth strategy and long-term customer value.
  • Strong executive communication skills and the ability to influence stakeholders from practitioner to C-suite.
  • Comfort leading both high-touch strategic engagements and scalable low-touch motions.
  • A builder’s mindset with resourcefulness, curiosity, and a preference for creating new systems.
  • Experience working with PLG or freemium user bases, especially those with broad horizontal adoption.
  • Preferred experience leading customer success at an early-stage or rapidly scaling startup.
  • Preferred familiarity with video/audio production workflows and tools such as Adobe Creative Suite, Pro Tools, or Final Cut Pro.
  • Preferred deep understanding of media, content creation, or creative tooling environments.
  • Preferred experience managing or influencing expansion motions and revenue outcomes.
  • Preferred prior hands-on experience using Descript.
  • Preferred proficiency with Salesforce, Vitally/Gainsight, or similar customer success platforms.

Benefits

  • Base salary range of $140,000–$180,000 per year.
  • Generous healthcare package.
  • 401(k) matching program.
  • Catered lunches.
  • Flexible vacation time.
  • Remote and hybrid work options.
  • Flexible in-office expectations for hybrid roles.
  • Opportunities for in-person collaboration throughout the year for remote employees.

Interested in this position?

Apply directly on the company website

Apply Now

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