About This Role
This role is for an experienced, hands-on Director of Customer Success to build, grow, and lead the customer organization across the entire journey, from onboarding through activation and retention. Reporting directly to the COO, the ideal candidate will demonstrate exceptional ownership, a holistic business mindset, meticulous attention to detail, and a consultative, action-oriented approach.
Responsibilities
- Lead and scale Anchor’s Customer Success function across the full customer journey—from onboarding to long-term retention
- Develop and execute a comprehensive CS strategy that aligns with customer goals and drives measurable value
- Own and evolve onboarding, account management, and customer support processes that maximize adoption and satisfaction
- Build deep, trusted relationships with customers—including executive stakeholders—and act as their strategic advisor
- Define and track KPIs to measure customer health, satisfaction, and team effectiveness; drive data-informed improvements
- Own systems and tooling for customer success (e.g., ticketing, reporting, support infrastructure)
- Build and maintain a robust knowledge base for internal and customer use
- Collaborate closely with product, sales, R&D, and marketing to represent the voice of the customer and shape our roadmap
- Develop customer success stories and use cases for both internal learning and external marketing
- Hire, mentor, and grow a high-performing CS team that delivers excellence at scale
Requirements
- 2+ years of experience managing CS team leaders, plus 3+ years leading CS teams directly in a fast-paced, data-driven, B2B SaaS company
- Experience building and scaling CS processes from the ground up, along with CS strategies, operating models, and tools, across the full customer lifecycle
- Highly detailed and structured professional, with experience designing and implementing scalable CS processes
- Superb capabilities in managing even the most challenging customer relationships—able to turn difficult moments into positive, productive outcomes
- A highly motivated, entrepreneurial mindset with the ability to take initiative, prioritize effectively, and adapt quickly
- Strong project management skills, able to juggle multiple priorities, communicate clearly, and drive outcomes
- Analytical and metrics-driven; thrives on dashboards, insights, and measurable impact
- A true player-coach: enjoys managing accounts while scaling and supporting the team and processes
- Excellent communication and presentation skills with the ability to turn data into actionable insights
- Experience managing complex stakeholder relationships across multiple levels of an organization
