Director of Customer Success — AI-Driven Growth & Retention

Red Oak; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Equity via EOP

Health coverage

401(k) with company match

PTO and birthday off

Enhanced family leave

Life insurance

Job summary

Red Oak in Austin seeks a Director of Customer Success to lead a growing CS team across a combined customer base. You will define the function, operating model, and engagement standards to drive retention, adoption, and expansion.

You will hire and coach a CSM team, establish data-driven health indicators, and partner with Product, Support, and Revenue Operations to ensure customers renew and realize measurable value.

Qualifications

• Experience leading a Customer Success team through growth or scale in SaaS or regulated environments.
• Track record of owning gross retention as a core metric.
• Experience designing or evolving a CS operating model with segmentation and engagement standards.
• Hands-on people leadership: hiring, coaching, and performance management of a CS team.
• Strong cross-functional collaboration with Sales, PM, and Revenue Operations.
• Fluency in applying AI tools to CS workflows (e.g., Gong, Salesforce, Nooks) to surface risk and drive productivity.

Responsibilities

• Build and operate a proactive CS motion with clear standards for engagement, success planning, risk management, and outcomes.
• Hire, develop, and lead a growing CSM team with coaching rhythms and accountability.
• Drive product adoption across the combined CS product suite and demonstrate measurable value to customers.
• Identify whitespace and expansion opportunities; partner with Account Management on handoffs.
• Own CS operating model decisions: structure, segmentation, and engagement standards.
• Develop a scalable, data-driven CS operating model with health indicators and reporting.
• Champion AI adoption in CS to surface risk and prioritize CS effort.
• Collaborate with Product, Support, Implementation, and Revenue Ops to ensure onboarding, adoption, and renewals.

Skills

Growth leadership

Gross retention ownership

CS operating model design

People leadership

Cross-functional collaboration

AI fluency in CS workflow

Tools

Gong

Salesforce

Nooks

Job description

Red Oak in Austin seeks a Director of Customer Success to lead a growing CS team across a combined customer base. You will define the function, operating model, and engagement standards to drive retention, adoption, and expansion.

You will hire and coach a CSM team, establish data-driven health indicators, and partner with Product, Support, and Revenue Operations to ensure customers renew and realize measurable value.