Director of Customer Success & Growth

BackStory; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Equity

Bonuses/Commissions

Benefits

Job summary

Backstory, headquartered in San Francisco, seeks a Director of Customer Success to lead retention and expansion for a broad customer base. You’ll manage 8–12 CSMs and 1–2 managers, crafting the customer motions that drive growth while moving customers to production-grade use of Backstory.

Collaborate with Sales, Services, Support and Product to align strategy with customer outcomes. You’ll mentor a high-performing team, own onboarding, ramp, and performance standards, and run weekly renewal

Qualifications

• 12+ years in Customer Success, Account Management or post-sales leadership, including 5+ years leading teams
• Track record of owning retention and expansion in B2B SaaS
• Experience building segmentation, capacity models, playbooks and metrics that scale
• Hands-on experience designing success planning, EBRs and value frameworks for enterprise customers
• Ability to diagnose underlying problems behind feature requests and propose solutions
• Strong product intuition and ability to translate usage into executive-ready outcomes
• Executive presence with C-level stakeholders and senior internal leaders
• Proven partnership with Sales, Services, Support and Product
• Familiarity with AI tools and agentic workflows; ability to influence product planning
• Ability to learn systems quickly and implement feedback effectively

Responsibilities

• Own retention and consumption metrics and drive renewal and expansion across the customer base
• Run three coverage models and align accounts with scalable playbooks
• Develop and communicate value realization plans and success metrics to executives
• Build and mentor a high-performing CS team with clear on-ramps and career paths
• Own CS operating rhythm: weekly renewal reviews, monthly and quarterly business reviews
• Lead cross-functional partnerships with Sales, Services, Support and Product
• Represent customer voice in product and go-to-market planning; provide references and stories

Skills

Executive presence

Cross-functional collaboration

Sales collaboration

AI tools experience

Leadership

Customer success strategy

Tools

Salesforce

Gainsight

Job description

Backstory, headquartered in San Francisco, seeks a Director of Customer Success to lead retention and expansion for a broad customer base. You’ll manage 8–12 CSMs and 1–2 managers, crafting the customer motions that drive growth while moving customers to production-grade use of Backstory.

Collaborate with Sales, Services, Support and Product to align strategy with customer outcomes. You’ll mentor a high-performing team, own onboarding, ramp, and performance standards, and run weekly renewal