Director, Enterprise CS & Growth Operations

Madrona Venture Labs; Seattle (WA); On-site; USD 165,000 - 200,000; Full time

Benefits offered by this job

Equity

Health benefits

Flexible time off

Family leave

Job summary

Read AI is seeking a Director of Customer Success to lead and scale our post-sale organization across strategic account management and high-volume customer success operations in Seattle. You will direct Account Management for large enterprise customers and run high-volume support, partnering with Product, Engineering, Sales, and Growth teams to drive retention, growth, and a superior customer experience.

The role requires strong leadership, operational excellence, and a data-driven mindset to

Qualifications

• 7+ years in customer success or account management leadership
• SaaS enterprise experience
• Experience scaling teams and processes
• Strong analytical and data-driven mindset
• Ability to partner with Product, Engineering, Sales & Growth teams

Responsibilities

• Oversee account management for larger customers and strategic accounts
• Lead and develop a team of Account Managers as enterprise growth expands
• Partner with Sales on onboarding, renewals, expansions, health, and escalations
• Support enablement and adoption to drive retention and growth
• Develop engagement strategies and playbooks for large accounts
• Ensure enterprise customers receive proactive communication and ongoing support
• Collaborate with Product and Engineering to surface customer needs
• Oversee high-volume CS operations across email, chat, and other channels
• Manage the Senior Manager responsible for the CS Team
• Increase AI, automation, and tooling to improve efficiency
• Improve 1:many communications with Growth and Marketing
• Drive the customer feedback and feature request process into product planning
• Provide product guidance to Sales during trials and onboarding
• Develop operational reporting to identify trends and risks

Skills

Leadership

Account Management

Customer Success

SaaS

Data Analysis

Operational Excellence

Cross-functional Collaboration

Job description

Read AI is seeking a Director of Customer Success to lead and scale our post-sale organization across strategic account management and high-volume customer success operations in Seattle. You will direct Account Management for large enterprise customers and run high-volume support, partnering with Product, Engineering, Sales, and Growth teams to drive retention, growth, and a superior customer experience.

The role requires strong leadership, operational excellence, and a data-driven mindset to