About This Role
The Director of Customer Success will lead, scale, and evolve the Customer Success function, driving customer satisfaction, retention, and long-term growth. This pivotal role involves developing and executing a structured, scalable, and value-driven customer journey. You will collaborate cross-functionally to ensure customers fully realize the value of the company's solutions, playing a critical role in building the foundation for a future support team and crafting playbooks for sustainable growth.
Responsibilities
- Develop and lead a scalable Customer Success strategy, including frameworks, processes, and KPIs, to support rapid customer growth while maintaining high satisfaction and retention
- Design and implement a customer lifecycle framework that supports a consistent, high-impact experience from onboarding through renewal and expansion
- Create and maintain a structured Customer Success playbook to guide account engagement strategies and drive measurable business outcomes, including upsells and cross-sells
- Identify, assess, and proactively mitigate churn risks; implement account health metrics and alert systems to ensure early intervention
- Lead, mentor, and grow a high-performing team of Customer Success Managers, fostering a culture of accountability, excellence, and continuous learning
- Collaborate with Sales, Product, and Marketing to ensure Customer Success is tightly aligned with business goals and go-to-market strategies
- Build the foundation for a future customer support function, defining operational workflows, service SLAs, and knowledge management processes
- Own and optimize the post-sale experience, ensuring smooth transitions from sales to onboarding, and ongoing success
- Act as the voice of the customer within the organization, championing feedback and insights to influence product development and strategic decisions
- Monitor industry trends and best practices, continuously improving tools, processes, and engagement models
Requirements
- 8+ years in Customer Success within B2B SaaS, including a minimum of 5 years in a leadership role
- Demonstrated success in driving customer satisfaction, net revenue retention, and customer growth at scale
- Strong strategic planning, program management, and cross-functional leadership skills
- Proven ability to build scalable systems and repeatable processes in a growing organization
- Exceptional communication and interpersonal skills; capable of influencing stakeholders at all levels
- Data-driven mindset with the ability to translate insights into action
- Experience in customer segmentation, health scoring, QBRs, and success planning
- High attention to detail, with strong organizational and execution skills
- Fluent in English, both written and spoken
Nice to have:
- Experience working with large sets of data
About the Company
BIScience is an Internet technology company pioneering digital media and audience intelligence with innovative technologies. Its product suite helps online marketers, media buyers, brand managers, sales managers, and business analysts benchmark marketing and advertising effectiveness, perform digital behavioral journey analysis, get an outlook on competitive intelligence, purchase intent, brand engagement, eCommerce activities, and analyze targeted and behavior-based online information. BIScience is a fast-growing global company with customers spanning more than 60 markets, including Fortune 500 companies.
