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Bluehost · 2 weeks ago

Director of Customer Success

United States

Full-time

Remote

Director/Executive

$120K/yr - $170K/yr

10+ years exp

Bluehost is a leading web hosting company dedicated to helping web professionals, small businesses, and entrepreneurs build a website and grow their business. The Director of Customer Success plays a critical leadership role in shaping how the company supports, grows, and retains its customers across the full lifecycle, overseeing a high-performing team and collaborating with product, customer support, and marketing to drive innovation.

Communications InfrastructureE-CommerceInformation TechnologyInternetInternet of ThingsWeb Hosting

Responsibilities

Design and lead comprehensive customer success programs that increase product adoption, customer retention, and lifetime value

Translate insights from behavioral data, customer feedback, and journey mapping into targeted initiatives that improve onboarding, success, and upsell performance

Partner with Product to shape the roadmap based on customer needs, recurring friction points, and usage analytics

Collaborate with Sales and Marketing to ensure smooth handoffs, align on upsell/cross-sell plays, and maximize retention through the renewal cycle

Serve as the voice of the customer across the company—ensuring their needs are represented in strategic planning and operational decisions

Explore and implement AI-powered solutions that drive scalable customer success outcomes—including, proactive outreach, self-service enablement, and customer health scoring

Establish and track success KPIs, such as activation milestones, renewal rate, and customer success

Drive operational excellence by building scalable processes, playbooks, and systems that enhance the customer experience while improving internal efficiency

Deliver monthly business reviews and reporting to executive leadership with clear attribution to revenue, churn prevention, and customer outcomes

Qualification

Customer Success StrategyData-Driven MindsetB2C/B2SB ExperienceCustomer Lifecycle ManagementAI/Automation ExposureInspirational LeadershipClear CommunicationCollaboration

Required

10+ years of experience in Customer Success, Retention, or Customer Experience roles, with at least 5+ years leading multi-functional teams in a digital-first environment

Proven success operating in B2C, B2SB (small business), with a heavy emphasis on product adoption and customer lifetime value

Familiarity with customer lifecycle management across subscription-based SaaS or hosting products

Data-driven mindset: comfortable using insights to prioritize work and demonstrate ROI on CS investments

Adept at building and scaling feedback loops between customer-facing teams and Product/Engineering orgs

Clear communicator, inspirational leader, and strong collaborator across functions