Director, Customer Success

Patch My PC; United States; Remote; USD 165,000 - 185,000; Full time

Job summary

A leading company is looking for a Director of Customer Success to drive customer engagement and manage the Account Management and Customer Engineering teams. The role demands both strong leadership and technical fluency to ensure customer satisfaction and product excellence. This is an exciting opportunity to work with a fully remote team supporting thousands of customers across various segments.

Benefits

401k Match

Medical, Dental, and Vision Coverage

Fertility benefits

Parental leave

Paid-time off (PTO)

Volunteer leave

Charitable donation matching

Tuition reimbursement

Gym membership reimbursement

Internet stipend

Pet insurance

Qualifications

• 10+ years in Customer Success or Account Management in a SaaS environment.
• Ability to lead and mentor other leaders.
• High technical fluency with Microsoft ecosystems required.

Responsibilities

• Own the full customer journey from onboarding to renewal.
• Manage Account Management and Customer Engineering teams.
• Drive customer satisfaction through effective service and feedback loops.

Skills

Leadership

Technical Fluency

Customer Engagement

Cross-Functional Collaboration

Communication

Tools

Microsoft Intune

Microsoft ConfigMgr

Microsoft Azure

Job description

About Our Company:

At Patch My PC, we exist to improve lives. What started as a free tool to keep apps updated has grown into a trusted enterprise solution that helps IT and Security teams automate, manage, deploy, and report on third-party updates in Microsoft ConfigMgr, Intune, and WSUS. Our fully remote crew of 125 GIF-loving humans supports over 8,000 customers and more than 25 million devices. We make patching easier, boost security, and give IT teams their time back.

Our core values guide how we work, how we treat each other, and how we grow. They keep us focused on what matters most. We're here to improve the lives of our customers, our team members, and our communities.

About the Role:

The Director of Customer Success at Patch My PC is a critical leadership role, owning the strategy and performance of both the Account Management and Customer Engineering functions. This leader is charged with unifying pre- and post-sales customer engagement, enabling scalable, proactive support, and ensuring clear feedback loops to Engineering that reduce cost and increase customer value.

We’re looking for someone who is both a strong people leader and technically fluent - capable of mentoring a diverse team and collaborating deeply with Engineering, Product, and Go-To-Market leadership.

This role is being redefined to break down traditional silos between Account Management and Customer Engineering. Success means building a cross-functional, collaborative org where technical aptitude and customer fluency exist at every level. We serve thousands of customers across all segments, so systems and teams must scale without compromising quality or responsiveness. Success in this role requires designing systems and teams that can scale without compromising on quality or speed.

* Important Note: Please apply as soon as possible. This role will remain open through June 6th, and we’ll begin reviewing applications on a rolling basis.

Responsibilities:

• Own the full customer journey—from onboarding and adoption to expansion and renewal.
• Develop scalable success plans and programs that drive usage, satisfaction, and retention.
• Manage the Account Management and Customer Engineering teams, including Support (5–7 direct reports, 40+ team members globally).
• Set expectations, coach team leads and ICs, and foster a high-performance, values-driven culture.
• Champion value-based functionality expansion aligned with customer needs.
• Engage in pre-sales demos and technical conversations to showcase product value.
• Collaborate cross-functionally with Sales, Marketing, Product, and Engineering for unified messaging and seamless handoffs.
• Translate customer insights into product feedback and support strategic initiatives like enterprise and partner channel expansion.
• Drive CSAT through responsive service, strong feedback loops, and high-quality support delivery.
• Define and track key metrics: Net Revenue Retention, NPS, time-to-resolution, expansion %, and cost-to-support.
• Implement scalable, repeatable processes that support growth and continuous improvement.
• Ensure teams are technically credible and able to engage effectively with customers and stakeholders.
• Mentor on technical topics and elevate team fluency through hands-on guidance.
• Balance customer advocacy with protecting the integrity of the business model.

Required Skills:

• 10+ years leading Customer Success, Technical Support, or Account Management teams in a SaaS or high-growth environment.
• Proven ability to lead other leaders - this is a management-of-managers role.
• High technical fluency, especially with Microsoft-based enterprise ecosystems (Intune, ConfigMgr, Azure).
• Experience working cross-functionally in complex orgs to drive customer value and product improvements.
• Strong communicator and relationship builder - can engage with customers, executives, and team members with equal clarity.
• Bias toward outcomes over activity, with an ability to prioritize, measure, and scale.

Compensation:

• Salary:$165,000 - $185,000 commensurate with experience and location, with potential for bonus earnings.

Benefits:

• 401k Match:Match 200% of contributions up to the first 5% of salary, resulting in a total potential match of 10%.
• Medical, Dental, and Vision Coverage:Patch My PC covers 99% of premiums for both team members and dependents.
• Other Benefits:
• FSA/HSA.
• Fertility benefits.
• Parental leave.
• Paid-time off (PTO).
• Volunteer leave.
• Charitable donation matching.
• Tuition reimbursement.
• Gym membership reimbursement.
• Internet stipend.
• Pet insurance.

Learn more about our benefits here:https://patchmypc.com/careers#we-care.

Equal Opportunity Employer:

Patch My PC is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process. We encourage women, racial and ethnic minorities, individuals with disabilities, and veterans to apply.

Work Authorization:

To be eligible for consideration, candidates for fully remote positions must reside in one of the following U.S. states at the time of hire:

AL, AK, AR, AZ, CA, CO, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, ME, MI, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, WA, WI, WV, WY.