Director of Customer Success & Growth

People AI; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

Backstory is seeking a Director of Customer Success to lead our CS organization and own retention and consumption across the full customer base. You will build the team, optimize renewal motion, and align with Sales, Professional Services, Technical Support, Studio and Product.

You will guide a team of managers and CSMs, driving high-touch and scalable strategies to ensure customers deploy and gain value from Backstory’s platform. Strong leadership and strategic product insight are essential.

Qualifications

• 12+ years in Customer Success or post-sales leadership.
• 5+ years leading teams and developing managers.
• Experience delivering retention and expansion in B2B SaaS.
• Ability to translate product usage into executive outcomes.

Responsibilities

• Own retention and expansion strategies for a large customer base.
• Lead and mentor managers and CSMs to scale the function.
• Build and refine customer motions across segments and renewal cycles.
• Partner with Sales, Services, Support, Studio and Product to align on outcomes.
• Develop and monitor success plans, EBRs and value frameworks.

Skills

Customer Success

Leadership

Strategic thinking

Executive engagement

Team development

Tools

Salesforce

Gainsight

Job description

Backstory is seeking a Director of Customer Success to lead our CS organization and own retention and consumption across the full customer base. You will build the team, optimize renewal motion, and align with Sales, Professional Services, Technical Support, Studio and Product.

You will guide a team of managers and CSMs, driving high-touch and scalable strategies to ensure customers deploy and gain value from Backstory’s platform. Strong leadership and strategic product insight are essential.