Customer Success Director

Stuut; Northern, New York (KY, NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401(k) & Match

Equity

Flexible PTO

Parental Leave

Job summary

Stuut seeks a Senior Customer Success Director to own a post-sale book through renewal and expansion. You’ll be the primary relationship owner driving adoption, protecting retention, and identifying expansion paths tied to AR outcomes.

You’ll manage onboarding, partner with Sales for upsell, and ensure accurate account health data while hitting GRR/NRR targets in a growth-stage fintech/finance workflow SaaS environment.

Qualifications

• 4+ years in Customer Success or Account Management at a B2B SaaS company.
• Proven track record owning renewal and expansion targets.
• Comfortable in a growth-stage company building CS processes.
• Solid written and verbal communication; executive-level QBRs.
• Finance/AR domain fluency is a plus.

Responsibilities

• Own onboarding through steady-state for an assigned account portfolio.
• Drive product adoption to achieve stated business outcomes.
• Lead QBRs showing outcomes, ROI and expansion opportunities.
• Own renewal forecasting and gross revenue retention for your book.
• Identify expansion opportunities in partnership with Sales.
• Escalate technical issues to enable resolution with the customer.

Skills

Customer Success

Account Management

B2B SaaS

Job description

Stuut is transforming how B2B companies turn revenue into cash. Businesses worldwide have trillions tied up in receivables, yet the work between order and payment still relies on fragmented systems and labor-intensive manual processes. Stuut's AI agent works across order management, credit, collections, payments, cash application, disputes and deductions, carrying context through every step. Customers reduce DSO by 47%, collect 40% more cash and eliminate 70% of manual work without replacing their ERP.
Stuut is already trusted by finance teams at companies including Honeywell, Medtronic and ZoomInfo, from Fortune 10 enterprises to scaling mid-market businesses. We are backed by a16z, Khosla Ventures, Activant, 1984 Ventures, Page One and Microsoft.

The Customer Success Director will own a book of accounts post-sale through renewal and expansion. You are the primary relationship owner: driving adoption, protecting retention, and finding expansion paths tied to the customer's AR outcomes (DSO reduction, cash application accuracy, dispute cycle time)

Responsibilities

• Own onboarding through steady-state for an assigned account portfolio.

• Drive product adoption against each customer's stated business outcomes, not feature checklists.

• Run QBRs: outcomes delivered, ROI, expansion opportunities.

• Own renewal forecasting and GRR for your book; flag churn risk early with a clear reason and remediation plan.

• Identify and pursue expansion (upsell, cross-sell across Stuut products) in partnership with Sales.

• Escalate technical or implementation issues to FDE/Support with clear context; stay accountable for resolution from the customer's side.

• Maintain accurate account health data in Vitally.

What Success Looks Like

• GRR and NRR targets met for your book (org target: NRR >110%).

• Onboarding velocity and time-to-value hit target.

• Clean, current account records; no surprises in forecast.

Requirements

• 4+ years in Customer Success or Account Management at a B2B SaaS company, ideally fintech or finance-workflow software.

• Track record owning renewal/expansion numbers, not just satisfaction scores.

• Comfortable with ambiguity: this is a growth-stage company building CS process as it scales.

• Financial/AR domain fluency a plus, not required.

• Excellent written and verbal communication; comfortable running exec-level QBRs.

Compensation

• Top-of-market salary and equity package

• Benefits (for U.S.-based full-time employees)

• Medical, dental & vision insurance coverage for you

• 401(k) & Match

• Equity

• Flexible PTO

• Parental Leave