Senior Director, Customer Success — Remote + Equity

Clearstory; Northern (KY); Hybrid; USD 180,000 - 250,000; Full time

Benefits offered by this job

Remote work

Healthcare, vision, dental

Equity

Competitive salary

Job summary

Clearstory seeks a Senior Director of Customer Success to own the post-sale organization. You’ll lead 12 CSMs across two segments, plus a growing management layer and support, accountable for gross and net revenue retention and reporting to the CRO.

This role inherits a high-performing team, established processes, and forecasting discipline. Your mandate is to scale, build the management bench, and drive retention across the customer base.

Qualifications

• 8+ years in Customer Success.
• 4+ years leading CS teams at B2B SaaS.
• Experience managing managers and multi-segment CS org.
• Direct ownership of retention metrics (ARR $10M-$50M).
• Track record of building repeatable processes and cadences.
• Executive presence to coach, present to board, and drive retention strategy.
• High-ownership mindset; ownership from day one.

Responsibilities

• Retention outcomes: full accountability for GRR/NRR across segments.
• Lead 12 CSMs, 1 CS manager, 2 support agents; manage career paths and hiring.
• Own enterprise relationships with largest customers.
• Enforce weekly/monthly operating cadences: reviews, coaching, QBRs.
• Cross-functional leadership with Sales, Product, and Finance.
• Drive efficiency and AI-enabled workflows to grow revenue under management.

Job description

Clearstory seeks a Senior Director of Customer Success to own the post-sale organization. You’ll lead 12 CSMs across two segments, plus a growing management layer and support, accountable for gross and net revenue retention and reporting to the CRO.

This role inherits a high-performing team, established processes, and forecasting discipline. Your mandate is to scale, build the management bench, and drive retention across the customer base.