Director of Customer Success & Growth

red-oak; United States; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Equity units via EOP

Comprehensive health coverage: medical

401(k) with a 3% company contribution

20 days PTO annually, plus your生日 off

Enhanced family leave

Life insurance

Job summary

Red Oak is seeking a Director of Customer Success to own the CS motion across our combined customer base with MirrorWeb, spanning the Compliance Connectivity Platform and preservation products. This hands-on leadership role carries day-to-day accountability and a mandate to scale the function with clear standards and coaching rhythms.

You will hire, develop, and lead a growing CSM team, drive product adoption, manage risk, and partner with Sales, Product, and Revenue Operations to ensure

Qualifications

• Experience leading a Customer Success team through growth or scale.
• Own gross retention as a core metric.
• Design or evolve a CS operating model: segmentation, health scoring, engagement standards, and reporting.
• Hands-on people leadership: coaching and performance management of a CSM team.
• Collaborate cross-functionally with Sales, Account Management, Product, and Revenue Operations.
• AI fluency in your CS workflow: using tools like Gong, Salesforce, and Nooks to surface risk, automate account prep, and drive team productivity.

Responsibilities

• Own the CS motion across Red Oak and MirrorWeb's combined customer base - spanning the Compliance Connectivity Platform and MirrorWeb's Preservation products.
• Build and operationalize a proactive CS motion with clear standards for engagement, success planning, risk management, and customer outcomes.
• Hire, develop, and lead a growing CSM team - setting expectations, coaching rhythms, performance management, and accountability.
• Drive adoption across the combined product suite so customers understand, use, and realize measurable value from what they own.
• Identify whitespace and expansion opportunities within the CS book of business and partner with Account Management on handoff.
• Own decision-making for CS operating model, team structure, segmentation, and engagement standards.
• Build a scalable, data-driven CS operating model with clear health indicators, segmentation, and reporting.
• Define and drive how AI is adopted across Customer Success - use AI tools like Gong, Salesforce, and Nooks to surface risk signals, automate account prep and follow-up, and prioritize where CSMs spend their time.
• Partner cross-functionally with Product, Support, Implementation, and Revenue Operations to ensure customers onboard, adopt, and renew predictably.

Skills

Team leadership

Gross retention

CS operating model design

Cross-functional collaboration

AI in CS workflow

Performance management

Tools

Gong

Salesforce

Nooks

Job description

Red Oak is seeking a Director of Customer Success to own the CS motion across our combined customer base with MirrorWeb, spanning the Compliance Connectivity Platform and preservation products. This hands-on leadership role carries day-to-day accountability and a mandate to scale the function with clear standards and coaching rhythms.

You will hire, develop, and lead a growing CSM team, drive product adoption, manage risk, and partner with Sales, Product, and Revenue Operations to ensure