# Director, Customer Success

**Company**: Backstory
**Location**: San Francisco, CA
**Work arrangement**: remote
**Experience**: executive
**Job type**: Full-Time
**Category**: Operations
**Industry**: Technology

**Apply**: https://jobs.lever.co/people-ai/7d6f849a-b035-4ed0-997a-55764f5b277b?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_4b4d3478-884

## Description

We're looking for a Director of Customer Success to lead our CS organization and own retention and consumption across our full customer base. You'll lead a team of one to two managers and around eight to twelve CSMs, and you'll build the customer motions that put our deepest investment where growth is most likely while moving every customer toward deployed, production-grade use of Backstory.

## Responsibilities

- Own retention and consumption: Drive gross retention, expansion and credit consumption, and lead customers onto the Backstory platform

- Run segmented customer motions: Run three coverage models (high-touch strategic, time-boxed emerging, and scaled), moving emerging accounts into strategic coverage within their renewal cycle

- Deliver value through solution-based thinking: Understand each strategic customer's business, technical environment, and what our product can become for them

- Build a high-performing team: Hire, develop and retain managers and CSMs, with a bench ready for larger books and new segments

- Run the CS operating rhythm: Own weekly renewal reviews, segment account reviews, monthly business reviews and quarterly planning

- Be our best customer: Run CS on Backstory, from account plans and health signals to renewal reviews and customer prep

- Lead cross-functional partnerships: Own the Sales to CS relationship, from handoff standards to joint renewal and expansion planning

## Qualifications

- 12+ years in Customer Success, Account Management or post-sales leadership, including 5+ years leading teams and developing managers

- A track record of owning retention and expansion outcomes in B2B SaaS

- Experience building segmentation, capacity models, playbooks and metrics that scale, and running a function from data in Salesforce, Gainsight or similar

- Hands-on experience designing success planning, EBR and value frameworks for enterprise customers, and translating product usage into outcomes executives care about

## Skills

### Required
- Customer Success
- Account Management
- Leadership
- B2B SaaS
- Salesforce
- Gainsight

### Nice to have
- Usage-based pricing
- Consumption pricing
- AI tools
- Claude

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/people-ai/7d6f849a-b035-4ed0-997a-55764f5b277b?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)