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Director, Customer Success - Hybrid/San Jose, CA area

Shopmonkey
Location
Hybrid - Morgan Hill, California
Posted
12 days ago
Department
Customer Success
Salary
$180,000 to $215,000
What they actually want (must-haves)
  • 10+ years in B2B SaaS Customer Success
  • 5+ years in a people management role overseeing SMB, Mid-Market and Enterprise accounts
  • Proven ability to build, mentor, and scale high-performing teams
  • Excellent communication and relationship-building skills
  • Proven ability to leverage customer health scores, usage metrics, and retention data to proactively manage risk
  • Exceptional verbal, written, and executive presentation skills
Nice to have
  • Experience in automotive tech, field service management, POS, inventory management, or Vertical SaaS
What the job really is

The Director of Customer Success will lead the Customer Success team across SMB, Mid-Market, and Enterprise segments, focusing on customer retention, adoption, and expansion. Responsibilities include mentoring team members, establishing KPIs, driving retention metrics, collaborating with sales and product teams, and leveraging data for performance tracking. This hybrid role requires 2-3 days on-site in Morgan Hill, CA.

Benefits
  • Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
  • Short term and long term disability
  • Employee assistance program
  • Reimbursement for a personal health and wellness membership
  • Generous parental leave
  • 401(k) available upon hire
Things to weigh
  • Hybrid position requires 2-3 days/week on-site in Morgan Hill, CA
  • No specific details on the exact nature of the team dynamics or company culture
  • Compensation range is broad and dependent on various factors, requiring discussion with the recruiter
Job score4.6/5
Benefits5/5
Freshness5/5
Career value4/5
Role clarity4/5
Pay transparency5/5

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