Senior Director, Success & Support

Customer.io; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading SaaS company based in the United States is searching for a Senior Director to lead their Customer Success and Technical Support teams. This strategic role involves setting a vision for both departments, improving customer retention, and collaborating closely with senior executives. The ideal candidate will have extensive B2B SaaS experience and proven leadership skills. A competitive salary starting at $206,000 and comprehensive benefits package are offered.

Benefits

100% coverage of medical, dental, and vision insurance

16 weeks paid parental leave

Unlimited PTO

Stipends for remote work and wellness

Professional development budget

Qualifications

• 10+ years in Customer Success, Technical Support, or related customer-facing roles, with at least 5 years in senior leadership.
• Proven ability to lead global teams at a B2B SaaS company.
• Strong executive presence; comfortable engaging with C-suite leaders.

Responsibilities

• Lead global CS and TS teams, setting vision, structure, and priorities.
• Define strategies for customer engagement and executive partnerships.
• Oversee the evolution of the technical support function.

Skills

Customer Success

Technical Support

Leadership

B2B SaaS experience

Operational acumen

Collaboration

Job description

Overview

Over 7,500 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

We’re looking for a Senior Director to lead our Customer Success (CS) and Technical Support (TS) organizations. Reporting to the VP of Customer Experience, you’ll be responsible for how we drive adoption, deliver value, and ensure customer retention—whether through scaled digital programs, high-touch enterprise engagement, or responsive technical support.

This is a strategic leadership role with global scope. You’ll set the vision for how CS and TS operate together, implement processes that scale, and coach senior managers into strong leaders. You’ll also serve as a key member of the CRO leadership team, helping shape company-wide decisions as we grow toward the next stage of scale.

Values

• Empathy for customers and teammates. We meet people where they are, listen deeply, and act with care.
• Clarity and transparency. We communicate openly—whether with customers or colleagues—so expectations are clear and trust is built.
• Bias for action. We move quickly, experiment often, and adapt when things change.
• Operational excellence. We bring structure and rigor to how we work, without overcomplicating or slowing down progress.
• Collaboration over silos. We partner across CS, TS, Account Management, Product, and Sales to deliver a seamless customer journey.
• Curiosity and adaptability. We embrace new technology, including AI, and see change as an opportunity to get better.
• Inclusive leadership. We value diverse perspectives, encourage debate, and create space where every team member can grow and thrive.

Responsibilities

• Lead the global CS and TS teams, setting vision, structure, and priorities.
• Define and execute strategies for both scaled/digital customer engagement and high-touch executive partnerships.
• Partner with senior executives at our customers to strengthen relationships, influence adoption, and ensure long-term retention.
• Oversee the evolution of our technical support function, ensuring responsiveness, efficiency, and a customer-first approach.
• Create clear swimlanes across CS, TS, and Account Management to reduce friction and improve the customer journey.
• Hire, coach, and retain high-performing leaders and ICs across both functions.
• Partner with Product, Engineering, Sales, and Marketing to ensure a seamless end-to-end customer experience.

Qualifications

• 10+ years in Customer Success, Technical Support, or related customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director/VP).
• Proven ability to lead global teams at a B2B SaaS company, ideally supporting both mid-market and enterprise customers.
• Strong executive presence; comfortable engaging with internal C-suite leaders in strategic planning and customer health conversations. Equally comfortable approaching and building relationships with C-Level customer contacts.
• Experience scaling customer programs: from one-to-many digital engagement to tailored executive business reviews.
• Proven experience managing and expanding strategic customer accounts, including driving adoption, deepening executive relationships, identifying growth opportunities, and delivering measurable business outcomes.
• Track record of building or evolving Technical Support into a proactive, efficient, customer-centric function.
• Strong operational acumen; able to bring structure, metrics, and process without sacrificing agility.
• A collaborative leader who welcomes debate, challenges assumptions, and thrives in a fast-moving environment.
• Comfort with embracing the potential of AI in customer-facing teams, and guiding us on an AI-first culture.

Why You’ll Love This Role

• Strategic Scope: Lead two critical functions—Customer Success and Technical Support—and shape how they work together to deliver value.
• Impact: Be a key driver of adoption, customer outcomes, and retention at a company scaling toward $500M ARR.
• Leadership Platform: Join the CRO leadership team and influence company-wide priorities, not just CX.
• Growth Opportunity: Build on a strong foundation to create a world-class customer experience function at scale.

Compensation & Benefits

We believe in transparency. Starting salary for this role is $206,000 (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

• 30-minute video-call with Recruiter
• 45-minute video-call with Hiring Manager
• 45-minute interviews with a few potential team members
• Case Study + Review Call (one week to prep and submit)

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognises the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability, and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [e-mail].

Join us

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.