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8am · 1 day ago

Director, Customer Success

Austin, TX

Full-time

Onsite

Mid, Senior Level

$150K/yr - $180K/yr

7+ years exp

8am is a rapidly scaling company focused on customer value and is seeking a Director of Customer Success to lead their Enterprise customer segment. This role involves overseeing the Customer Success team, ensuring effective delivery of value across the customer lifecycle, and shaping customer strategy to enhance customer experience.

Financial ServicesFinTechLegal TechPayments

Responsibilities

Lead and develop high-performing CS, Solution Consulting, and Program Management teams while setting KPIs and fostering a culture of accountability and customer advocacy

Oversee the full Enterprise customer journey, maintaining scalable playbooks, processes, and cross-functional alignment with RevOps, Product, Engineering, and Sales

Serve as the senior escalation point for strategic accounts and ensure smooth handoffs from pre-sales through implementation

Direct Solution Consulting across technical evaluations, value-based demos, and standardized customer workshops

Build and execute scalable CS programs (adoption acceleration, EBRs, risk mitigation, training, VOC) with clear KPIs and continuous iteration

Drive a data-informed CS organization through reporting on retention, customer health, adoption trends, and predictive forecasting

Qualification

Customer Success leadershipB2B SaaS experienceEnterprise customer managementCommercial acumenCS methodologies developmentAI tools utilizationTeam developmentCross-functional alignmentCommunication

Required

7–10+ years of leadership experience in Customer Success or post-sales roles within B2B SaaS

Demonstrated success managing Enterprise customers with complex technical or organizational needs

Strong track record driving GRR, NRR, and expansion growth

Experience overseeing multiple functions (CSMs, Solution Consultants, Program Managers)

Strong commercial and financial acumen

Deep understanding of customer value realization and SaaS customer lifecycle best practices

Experience building and operationalizing CS methodologies, playbooks, and processes

Excellent communication skills, including executive-level facilitation and negotiation

Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation

Benefits

Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.

Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.

Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.

Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.

Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.

Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).

Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.