Thread · 1 month ago
Director of Customer Success
United States
Full-time
Remote
Lead/Staff, Director/Executive
4+ years expThread is a fast-growing SaaS company that helps Managed Service Providers deliver exceptional service through AI-driven solutions. The Director of Customer Success will lead and scale the Customer Success Managers, focusing on onboarding, adoption, retention, and expansion to enhance partner experiences and drive growth.
AppsArtificial Intelligence (AI)Information TechnologyMessaging
Responsibilities
Lead, coach, and scale a growing team of CSMs — building a high-performance culture centered on outcomes and partner value
Establish and enforce consistent playbooks that drive adoption, retention, and predictable time-to-value across the partner journey
Systematize success: document repeatable processes, success frameworks, and partner engagement models that scale
Coach for outcomes, not activity — develop your team’s ability to think strategically, manage metrics, and deliver measurable impact
Partner cross-functionally with Product, Design, Engineering and GTM teams to turn partner insights into roadmap improvements and enablement initiatives
Own and improve KPIs — including partner adoption, health scores, expansion, GRR, and engagement metrics
Be a strategic voice within the Customer Success leadership team — helping shape the systems, tools, and culture that enable scalable growth
Jump in where needed — supporting escalations or strategic partner conversations with credibility and leadership
Qualification
Required
4+ years in Customer Success, Account Management, or equivalent customer-facing SaaS leadership roles
Proven success leading and scaling CSM teams for SaaS (preferably SMB or mid-market focus) with consistent retention and expansion results
Deep experience building and enforcing structured playbooks, QBR cadences, and success frameworks
Operational excellence mindset: you love documentation, analytics, and scalable systems
Demonstrated ability to coach and elevate teams — creating clarity, accountability, and shared ownership of outcomes
Excellent communicator and relationship-builder — able to align teams and customers around a shared vision of success
Data-driven and action-oriented — you balance empathy with measurable performance management
Comfortable being both strategic and tactical — you can operate at 30,000 feet or dive into a customer call with equal confidence
Preferred
Experience in or serving Managed Service Providers (MSPs), IT services, or adjacent industries
Familiarity with Customer Success platforms like Vitally, Gainsight, or Totango
Experience developing self-serve enablement or education programs
Strong background in Customer Success Operations or data-driven team management
Public presence or thought leadership in the Customer Success community
Benefits
Impact: Help shape the future of Customer Success at a fast-growing, AI SaaS company.
Culture: We’re collaborative, transparent, and driven by learning and shared success.
Ownership: You’ll have real autonomy — your playbooks and systems will directly shape how Thread scales.
Growth: As we grow the team and expand globally, you’ll play a pivotal role in building what comes next.
Team: You’ll join a group of passionate, customer-obsessed builders who care deeply about the craft of Customer Success.
Company
Thread
Thread is an AI-powered service desk platform for Managed Service Providers (MSPs).
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$33.9MKey Investors
Susquehanna Growth Equity
2025-12-18Series Unknown· $18M
2025-08-12Series Unknown· $8M
2025-04-30Seed· $3.9M
Leadership Team
Matthew Linn
Co-Founder, COO
Markel Alayev
Founder
Recent News
2025-12-24
alleywatch.com
2025-12-24
Company data provided by crunchbase