Director of Customer Success: Growth & Retention Leader

BackStory; San Francisco (CA); On-site; USD 150,000 - 230,000; Full time

Job summary

Backstory, headquartered in San Francisco, seeks a Director of Customer Success to lead a growing CS organization and own retention and consumption across the customer base. You’ll manage 1–2 managers and 8–12 CSMs, aligning cross-functional teams to drive value and expansion while ensuring production-grade use of Backstory across customers.

You’ll collaborate with Sales, Professional Services, Technical Support, Studio, and Product to ensure strategic account success and scale customer outcomes

Qualifications

• Experience leading a customer success organization
• Strong cross-functional collaboration skills
• Proven ability to drive retention and expansion

Responsibilities

• Lead a growing CS org (1–2 managers, 8–12 CSMs) and own retention and consumption across customers
• Align cross-functional teams (Sales, PS, Support, Studio, Product) to drive value and expansion
• Ensure production-grade use of Backstory across customers

Job description

Backstory, headquartered in San Francisco, seeks a Director of Customer Success to lead a growing CS organization and own retention and consumption across the customer base. You’ll manage 1–2 managers and 8–12 CSMs, aligning cross-functional teams to drive value and expansion while ensuring production-grade use of Backstory across customers.

You’ll collaborate with Sales, Professional Services, Technical Support, Studio, and Product to ensure strategic account success and scale customer outcomes