Senior Director, Customer Success & Growth

Speedrun Talent Network; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Commissions or bonus programs

Job summary

Backstory, based in San Francisco, seeks a Director of Customer Success to lead retention and consumption across the customer base. You’ll manage 1–2 managers and 8–12 CSMs, shaping motions that drive growth and production-grade use of Backstory.

You’ll guide Sales, Professional Services, Support, Studio and Product while coaching teams to excellence. You’ll own onboarding, ramp, performance standards and quarterly planning, building scalable processes that align customer outcomes with strategic

Qualifications

• 12+ years in Customer Success, Account Management or post-sales leadership.
• Proven track record owning retention and expansion in B2B SaaS.
• Experience building segmentation, capacity models and metrics at scale.
• Hands-on in success planning, EBRs and value frameworks for enterprise customers.

Responsibilities

• Own retention and consumption, drive renewal and expansion, oversee cashing in on platform value.
• Run three coverage models: high-touch strategic, time-boxed emerging, and scaled, moving accounts into strategic coverage.
• Deliver value by understanding each strategic customer’s business and translating product usage into outcomes executives care about.
• Build and develop a high-performing CS team, hiring, onboarding and setting performance standards.
• Run the CS operating rhythm: weekly renewal reviews, quarterly planning, and dashboards.
• Be the customer advocate by running CS on Backstory and gathering product feedback.
• Lead cross-functional partnerships with Sales, Services, Support, Studio and Product.

Skills

CS leadership

B2B SaaS

Data-driven

Executive communication

AI tooling awareness

Sales collaboration

Tools

Salesforce

Gainsight

Job description

Backstory, based in San Francisco, seeks a Director of Customer Success to lead retention and consumption across the customer base. You’ll manage 1–2 managers and 8–12 CSMs, shaping motions that drive growth and production-grade use of Backstory.

You’ll guide Sales, Professional Services, Support, Studio and Product while coaching teams to excellence. You’ll own onboarding, ramp, performance standards and quarterly planning, building scalable processes that align customer outcomes with strategic