Customer Success Leader: Retention & Growth Architect

Backstory; United States; Remote; USD 190,000 - 270,000; Full time

Job summary

Backstory, a San Francisco-based AI answers platform for sales teams, seeks a seasoned Customer Success leader to own retention and expansion.

You will lead and grow a team of managers and CSMs, build scalable coverage models, and drive weekly renewal reviews using Salesforce or Gainsight.

This role emphasizes scaling metrics, playbooks, and value frameworks to reduce churn and maximize expansion.

Qualifications

• 12+ years in CS leadership, 5+ years managing managers.
• Experience with Salesforce or Gainsight and scaling metrics.

Responsibilities

• Drive gross retention and expansion with weekly renewal reviews.
• Build playbooks, capacity models, and value frameworks.
• Hire and develop managers and CSMs.
• Lead Customer Success and own retention and consumption.
• Run strategic, emerging, and scaled coverage models.

Skills

CS leadership experience

Managing managers

Tools

Salesforce

Gainsight

Job description

Backstory, a San Francisco-based AI answers platform for sales teams, seeks a seasoned Customer Success leader to own retention and expansion.

You will lead and grow a team of managers and CSMs, build scalable coverage models, and drive weekly renewal reviews using Salesforce or Gainsight.

This role emphasizes scaling metrics, playbooks, and value frameworks to reduce churn and maximize expansion.