Director, Customer Success

Backstory is the leading AI answers platform for sales teams, helping organizations drive revenue by providing trusted insights within existing workflows. We are seeking a Director of Customer Success to lead our organization, own retention and consumption strategies, and guide our team in delivering exceptional value to our enterprise customers.

Key responsibilities

• Drive gross retention, expansion, and credit consumption while providing leadership with clear visibility into renewal risks and save motions.
• Implement segmented customer coverage models, including high-touch strategic and scaled approaches, to ensure efficient account management.
• Lead, hire, and develop a high-performing team of managers and CSMs, fostering a culture of solution-based thinking and professional growth.
• Manage the customer success operating rhythm, including business reviews, capacity planning, and the maintenance of key performance metrics.
• Collaborate cross-functionally with Sales, Product, and Technical Support to ensure seamless account alignment and to advocate for the customer voice in product development.

Requirements

• Over 12 years of experience in Customer Success or post-sales leadership, with at least 5 years spent managing teams and developing managers.
• Proven track record of owning retention and expansion outcomes within the B2B SaaS sector.
• Strong expertise in building scalable segmentation models, playbooks, and data-driven metrics using tools like Salesforce or Gainsight.
• Exceptional executive presence with the ability to negotiate and influence C-level stakeholders on high-stakes decisions.
• Deep understanding of AI tools and agentic workflows, with a clear vision on how these technologies are transforming the customer success landscape.

What we offer

• The opportunity to lead a critical function at a high-growth, AI-focused organization backed by top-tier venture capital firms.
• A fully remote work environment that empowers you to build and scale global customer success operations.
• Direct involvement in shaping the future of AI-driven sales enablement and customer value realization.