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Director of Customer Success - Relocation to Austin (Texas)

Director of Customer Success - Relocation to Austin (Texas)

Remote

United states

Senior

Full Time

07-09-2025

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Skills

Communication Leadership Monitoring Effective Communication Marketing

Job Specifications

Director of Customer Success - Relocation to Austin

About Us:

A fast-growing, mission-driven tech company at the intersection of AI and healthcare, transforming how senior care is delivered worldwide. Backed by top-tier investors and already deployed across the U.S., we provide innovative solutions that empower care providers, improve quality of life for seniors, and bring peace of mind to families. Our technology enables continuous in-home monitoring, real-time alerts, and predictive insights--helping caregivers act proactively and deliver safer, more personalized care for older adults.

About the Role:

We're looking for an experienced leader to head a high-performing Customer Success team. In this role, you will mentor and guide a team of Customer Success Managers (CSMs) dedicated to delivering exceptional service and value to our clients. Reporting to the VP of Customer Success, you will play a key role in driving account retention, fostering client growth, and enhancing the overall customer experience. If you're passionate about building strong teams and enabling customer success, we invite you to help shape the future of our client partnerships.

This position is based in Austin, TX, with a hybrid work model combining in-office collaboration and remote flexibility.

Key Responsibilities

Lead and develop a team of CSMs focused on maximizing client satisfaction, retention, and long-term partnerships
Own and be accountable for ARR retention and growth within the existing customer base
Partner with implementation and support teams to ensure a seamless customer journey from onboarding through renewal
Collaborate cross-functionally with operations, marketing, product, and finance to launch scalable initiatives that enhance customer outcomes and team efficiency
Serve as the primary escalation point for high-impact customer issues and work across departments to drive resolution
Build and maintain strong executive relationships with key clients and industry stakeholders
Provide regular reporting and insights on customer success metrics to company leadership

Qualifications

Min 3 years of experience managing customer success or account management teams
Min 7 years of experience in customer-facing roles, preferably within a SaaS or tech-driven environment
Proven track record of success in scaling teams and processes in high-growth settings
Adept at navigating challenging customer situations and restoring confidence through effective communication and resolution
Skilled in designing and implementing scalable, efficient workflows and operational processes
Strong performance orientation, with a focus on key metrics such as renewal rates, upsell opportunities, and product adoption
Exceptional communication and interpersonal skills, with the ability to influence at all levels
Bachelor's degree required