Director of Customer Success (USA)

Work Model: Remote (work from home), collaborating primarily across US time zones (PST–EST) with partners in the US, New Zealand, and Australia.

Time Zone Expectations: Align your day so you can regularly collaborate with US-based teams and executive stakeholders; most collaboration happens during standard US business hours.

Business Travel: Up to ~20% travel, including quarterly domestic trips for customer visits, plus periodic leadership offsites and one international trip per year for key customer or internal sessions.

AI tooling: Regular use of AI tools (e.g., Glean and CS/revenue platforms) to support account planning, IC performance and coaching, expansion and churn forecasting, and CSM efficiency as we scale from ~$3.5M to ~$4.2M ARR per CSM.

Set the multi-year Customer Success strategy and operating model for owners and operators across Enterprise.

Lead, coach, and grow a high-performing CS team.

Build and refine global CS playbooks that drive onboarding, time-to-value, product adoption, expansion, and renewal.

Partner with Sales on coverage, handoffs, renewal strategy, and expansion planning.

Represent the voice of the customer with Product and Engineering to influence roadmap and ensure strong feature adoption.

Own CS operations: processes, forecasting, documentation standards, and effective use of CRM / CS platforms.

Use health scores and leading indicators to surface risk, reduce churn, and uncover upsell and cross-sell opportunities.

Design and optimize scalable programs (digital onboarding, in-app enablement, lifecycle communications, automated engagement).

Champion consistency and standardization across global CSMs by creating a clear customer journey playbook and aligning internal motions (including AI-enabled workflows) across regions and segments.

8+ years in B2B SaaS Customer Success or related post-sale leadership roles, including 4+ years leading people (managers and/or multi-tier teams).

Proven success leading high-touch and scaled/digital CS models and improving renewal, adoption, and expansion at scale.

Strong operational orientation with experience building processes, playbooks, and health-scoring frameworks for segmented customer bases.

Excellent communication and leadership skills, with a track record of driving cross-functional work with Sales, Product, Support, Operations, and Marketing.

Comfort using data and AI-enabled tooling to understand trends, prioritize investments, coach the team, and measure impact across NRR, MAU, adoption, and efficiency metrics.

High proficiency with CRM and CS tools (e.g., Salesforce plus Planhat, Gainsight, ChurnZero, Totango, ClientSuccess, or similar).

Experience thriving in a fast-growth environment while staying close to key customers and critical projects.

Drone Certification: Ability and willingness to obtain a relevant drone certification (e.g., FAA Part 107 in the US or equivalent in-region license) within the first 90 days of employment and maintain it for the duration of the role if required for specific customer, field, or demo activities.

Lead a high-impact portfolio: own Customer Success for owners and operators who rely on drones, robotics, and reality capture to manage assets and field operations.

Shape how CS works: design the segment strategy, coverage models, health scoring, and lifecycle automation that drive strong net revenue retention.

Build and develop a strong team: define org structure, coaching rhythms, and career paths for a multi-tier CS organization.

Sit at the center of GTM: work closely with Sales, Product, Support, Operations, and Marketing on how we launch, adopt, and grow key capabilities.

Work remotely with a global team, with most collaboration happening during standard US business hours and up to ~20% US travel for customers, team sessions, and company events.