Director of Customer Success

About the role

Our customers run their whole warehouse operation on us — stock counts, purchasing, sales orders, fulfillment. Keeping them successful isn't a support function; it's the business. Right now, onboarding takes longer than it should, we don't have a formal QBR process, and customer success is handled reactively. You'll build the team and the playbook that changes that: own GRR and NRR as real numbers, hire the specialists and CSMs who help you hit them, and create the feedback loop that routes customer pain into product. At six months, the benchmark is a documented onboarding playbook, an account health score every CSM uses, and a churn rate that's trending down.

What you'll do

• Own GRR and NRR — these are the two numbers you're accountable for at the end of every quarter, not just team metrics you report on
• Build the onboarding playbook: standard timelines, milestone gates, and the criteria that signal a customer is fully live and healthy enough to hand off
• Define account health scoring so the team can see a churn risk weeks before the customer voices a complaint — not after
• Build the renewal process: standard timelines, talk tracks, escalation paths, and the criteria that trigger executive involvement
• Run structured QBRs with top-tier accounts; document ROI using their actual inventory and order data, not generic slides
• Create and own the voice-of-customer loop: monthly NPS, customer advisory calls, and a structured path for routing product feedback to engineering with enough context to act on
• Hire implementation specialists and CSMs as revenue justifies it; write job specs, run interviews, set ramp expectations, and hold people to them

What we're looking for

• 7+ years in customer success or implementation, including 2+ years owning a churn or NRR number — not just managing a team that owned it
• Experience building a CS function from early stage: you know how to design health scores, renewal playbooks, and onboarding timelines when none exist yet
• Strong on both the human side and the metrics — you're credible with an operations director under pressure and fluent in NRR math
• Calm and decisive when a customer is in crisis — you've been the person who stabilized a troubled account and can do it again

Nice to have

• Experience with a CS platform such as Gainsight, ChurnZero, or Planhat
• Background with ERP, inventory, or operations software rollouts — you know how much is at stake when a warehouse's data isn't right on go-live day
• Comfort with data migration and technical onboarding: CSV cleanup, field mapping, opening stock reconciliation