Director of Customer Success Management Jobs

Hostaway

Location:
United States, Austin

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a Director of Customer Success Management who can take full ownership of our customer success organization and lead it into its next phase of growth. This is a hands-on, roll-up-your-sleeves role — not a position for someone who wants to sit in an ivory tower. You will be on the front lines with customers, while also evolving the strategy, structure, and playbooks that allow the department to scale. The ideal candidate has experience building or being part of a high-growth SaaS customer success function, thrives in fast-paced startup environments, and knows how to balance strategic leadership with tactical execution. You’ll own the performance of our customer base, build strong client relationships, and help define how we leverage AI to scale customer success.

Job Responsibility:

Take full ownership of the Customer Success Management function — evolving its strategy, playbooks, and KPIs
Lead from the front: engage directly with key customers while coaching and developing the team
Drive accountability for core metrics like GRR, NRR, NPS, and renewal/expansion performance
Build and maintain executive-level relationships with clients, ensuring alignment on business outcomes
Partner with sales and leadership on commercial conversations, renewals, and upsell opportunities
Champion the use of AI-driven tools and processes to improve efficiency and scale the CS function
Represent the voice of the customer internally, influencing product, support, and operations
Travel as needed to meet clients 1:1 across all regions

Requirements:

Proven track record as a Customer Success leader in a high-growth SaaS startup focusing on retention and churn reduction
Experience working with reactive retention manager style ICs in lower segments
Experience building or scaling a Customer Success function from the ground up
Hands-on leadership style — willing to be in the trenches with clients and the team
Strong commercial acumen with the ability to lead renewal and expansion discussions
Deep understanding of Customer Success KPIs (GRR, NRR, NPS) and how to move them
Excellent relationship-building and communication skills
able to quickly establish trust with clients
Comfortable operating with autonomy and accountability — takes direction but executes independently
Excited about the impact of AI on Customer Success and able to articulate its applications

What we offer:

Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant
100% Remote: Enjoy the freedom to work from anywhere within your country of residence
Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company
Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good
Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities
Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms
Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary
Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Director of Customer Success Management