Director, Customer Success

🕒 March 23

🏄 California – Remote

🏄 California – Remote

💵 $140k - $180k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Descript

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💰 Corporate Round on 2022-10

Descript builds simple and powerful collaborative tools for new media creators. We strive to eliminate the tedious work that often stands between an idea and its expression, so that creators can focus on developing their craft instead of their usage of tools.

📋 Description

• Manage, mentor, and grow a team of Customer Success Managers responsible for onboarding, adoption, retention, and expansion across strategic Enterprise accounts. • Establish team operating rhythms, KPIs, and performance expectations that reinforce customer value and commercial outcomes. • Build a culture of curiosity, collaboration, accountability, and continuous improvement. • Build scalable CS programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation. • Work with the VP of Sales to define the long-term CS vision, success metrics, and organizational structure as the team grows. • Implement systems and tooling to enable visibility, efficiency, and data-driven decision making across the customer lifecycle. • Oversee executive-level engagement strategies and ensure CSMs are positioned as trusted advisors to our most strategic accounts. • Partner with Sales leadership to co-own revenue outcomes including retention, renewal execution, and expansion opportunities. • Develop frameworks to identify customers at risk, intervene proactively, and ensure long-term health of accounts. • Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support. • Translate customer insights into clear opportunities, informing roadmap prioritization and product strategy. • Ensure the CS organization is tightly integrated into product adoption feedback loops and launch processes. • Build repeatable programs that support both high-touch Enterprise accounts and scalable low-touch motions. • Improve onboarding experiences, customer education programs, and internal enablement materials. • Establish best practices around customer lifecycle management, stakeholder mapping, success planning, and executive QBRs.

🎯 Requirements

• 8–10+ years in Customer Success, including 3+ years leading CSM teams at high-growth SaaS companies. • Demonstrated success building CS programs, processes, and playbooks in fast-moving or early-stage environments. • Proven track record driving retention, adoption, and expansion within Enterprise (5,000+ employee) organizations. • Experience partnering closely with Sales to align on strategies for growth and long-term customer value. • Strong executive communication skills, with the ability to influence stakeholders from practitioner to C-suite. • Comfort leading both strategic high-touch engagements and more scalable low-touch motions. • A builder’s mindset - resourceful, curious, and excited to create systems where none exist. • Experience working with PLG or freemium user bases, particularly those with broad horizontal adoption.

🏖️ Benefits

• generous healthcare package • 401k matching program • catered lunches • flexible vacation time