Director of AI-Driven Customer Growth

Remote; San Francisco (CA); Remote; USD 180,000 - 260,000; Full time

Job summary

Backstory is seeking a Director of Customer Success to lead the CS organization and own retention and consumption across the full customer base. You will guide a team of 8–12 CSMs and 1–2 managers, ensuring expansion and value realization while collaborating with Sales, Professional Services, Technical Support, Studio and Product.

You will drive the CS operating rhythm, develop account plans, and mentor the team to deliver measurable outcomes, health signals, and renewal success for strategic

Qualifications

• 12+ years in Customer Success, Account Management or post-sales leadership
• Track record of owning retention and expansion in B2B SaaS
• Experience building segmentation, capacity models, playbooks and scalable metrics
• Designing success planning, EBR and value frameworks for enterprise customers
• Ability to translate product usage into executive-level outcomes

Responsibilities

• Own retention and consumption metrics across the customer base
• Run segmented customer motions (high-touch, emerging, scaled)
• Lead cross-functional partnerships with Sales, Services, Support and Product
• Build and maintain onboarding, ramp, career paths and performance standards
• Run CS operating rhythm: weekly renewal reviews, monthly/quarterly planning, dashboards

Skills

Customer Success

Leadership

B2B SaaS

Data-driven

Executive communication

Tools

Salesforce

Gainsight

Job description

Backstory is seeking a Director of Customer Success to lead the CS organization and own retention and consumption across the full customer base. You will guide a team of 8–12 CSMs and 1–2 managers, ensuring expansion and value realization while collaborating with Sales, Professional Services, Technical Support, Studio and Product.

You will drive the CS operating rhythm, develop account plans, and mentor the team to deliver measurable outcomes, health signals, and renewal success for strategic