Senior Director, Customer Success

Customerio

Remote
Base: $200,000 - $220,000; bonus/equity: variable ...
Remote
Drive nrr, retention, and onboarding outcomes
Build and scale cs through ai and automation
Own executive relationships with strategic customers
Customer.io is seeking a Senior Director of Customer Success to lead their organization in driving customer retention and value through innovative strategies, including AI and automation. The ideal candidate will have extensive experience in customer success leadership, particularly in a B2B SaaS environment, and will be responsible for managing key customer relationships and scaling the customer success function

Job Summary

  • You will be responsible for driving adoption, delivering value, and ensuring customer retention — through a combination of scaled digital programs, high-touch enterprise engagement, and AI-powered systems that help our team work smarter.
  • The role involves building and running the CS function from the inside out — designing systems, coaching managers, and owning executive relationships with our most strategic customers.
  • Benefits include 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family, 16 weeks paid parental leave, unlimited PTO, and stipends for remote work and wellness.

Matching Summary

Match Score: 85

Customer.io is seeking a Senior Director of Customer Success to lead their organization in driving customer retention and value through innovative strategies, including AI and automation. The ideal candidate will have extensive experience in customer success leadership, particularly in a B2B SaaS environment, and will be responsible for managing key customer relationships and scaling the customer success function.

Salary

Base: $200,000 - $220,000; Bonus/Equity: variable comp target; Benefits: 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family, 16 weeks paid parental leave, unlimited PTO, remote work and wellness stipends, professional development budget

Skills & Requirements

Must-have

  • drive NRR, retention, and onboarding outcomes
  • build and scale CS through AI and automation
  • own executive relationships with strategic customers
  • design and evolve engagement models
  • partner with Sales, Product, Engineering, and Marketing

Nice-to-have

  • empathy for customers and teammates
  • clarity and transparency in communication
  • bias for action and experimentation
  • operational excellence and rigor
  • collaboration over silos
  • curiosity and adaptability
  • inclusive leadership

Key Requirements

  • 10+ years in Customer Success or related roles
  • 5+ years in senior leadership (Director/Senior Director)
  • Proven track record driving NRR, retention, and adoption
  • Hands-on experience with AI and automation in CS
  • Strong executive presence
  • Demonstrated ability to scale CS programs
  • Experience managing and expanding strategic customer accounts

Work Rights

Not specified

Tailored Resume

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