Director of Customer Success — Scale Global Accounts & Growth

Pockyt; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Unlimited PTO

Job summary

Pockyt is seeking a Director of Customer Success to own retention and expansion for our signed accounts and to stand up a repeatable CS function. You will report to the CEO, manage an Account Manager initially, and shape cross-functional collaboration with Product, Solutions, Compliance, and Sales to drive real revenue—and prove which wins were CS-driven.

You’ll build the real-time intervention and expansion logging, stand up dashboards with data teams, and run the book with a coach-first

Qualifications

• 7–10+ years in Customer Success or Account Management, including 3+ years leading a team.
• Proven track record owning retention and expansion targets for enterprise accounts.
• Data-driven, comfortable building dashboards and reporting.
• Experience managing complex enterprise implementations with multiple stakeholders.

Responsibilities

• Lead and coach the CS team, establish cadence and pipeline.
• Build retention motion to detect at-risk accounts early and save churn.
• Develop expansion motions for upsells and activation across the book.
• Instill attribution discipline to separate CS-driven wins from organic growth.
• Coordinate with Product, Solutions, Compliance, and Sales to unblock accounts.
• Own forecast and storytelling of portfolio health to leadership.
• Own the customer journey from onboarding to renewal and expansion.

Skills

Customer Success Leadership

Account Management

Data-driven

Enterprise Accounts

Coaching

Tools

CRM (Salesforce)

Job description

Pockyt is seeking a Director of Customer Success to own retention and expansion for our signed accounts and to stand up a repeatable CS function. You will report to the CEO, manage an Account Manager initially, and shape cross-functional collaboration with Product, Solutions, Compliance, and Sales to drive real revenue—and prove which wins were CS-driven.

You’ll build the real-time intervention and expansion logging, stand up dashboards with data teams, and run the book with a coach-first