This job has closed.

SqlDBM · 4 days ago

Director of Customer Success

United States

Full-time

Remote

Director/Executive

$160K/yr - $192K/yr

8+ years exp

SqlDBM is the leading cloud-native data modeling platform designed for enterprise organizations. They are seeking a seasoned Director of Customer Success to own and scale the post-sales customer experience, ensuring enterprise customers realize measurable value from SqlDBM while driving retention and expansion.

DatabaseInformation TechnologyInternetSaaSSoftware

Responsibilities

Own the end-to-end customer lifecycle: onboarding, adoption, value realization, renewal, and expansion

Define and implement customer success playbooks for enterprise and mid-market customers

Establish clear success criteria tied to customer use cases (data modeling, governance, AI readiness, collaboration)

Be directly accountable for gross retention, net revenue retention (NRR), and churn reduction

Build and operationalize health scoring, risk identification, and proactive engagement models

Partner with Sales on renewals and expansions with clear ownership boundaries

Ensure enterprise customers achieve time-to-value quickly and consistently

Standardize onboarding frameworks while allowing flexibility for complex customer environments

Drive deep product adoption across technical and business stakeholders

Act as the voice of the customer into Product and Engineering, influencing roadmap prioritization

Collaborate with Product on adoption of new capabilities (including AI-driven features)

Work with Finance on renewal forecasting, churn modeling, and revenue predictability

Build, coach, and scale a high-performing Customer Success team

Define roles, responsibilities, and success metrics clearly across the team

Implement tooling, reporting, and processes that support scale

Qualification

Customer Success StrategyB2B SaaS ExperienceEnterprise Customer ManagementMetrics-DrivenTeam BuildingProcess-OrientedRevenue Metrics OwnershipOperational Execution

Required

8+ years in Customer Success, Account Management, or Post-Sales leadership in B2B SaaS

Proven experience managing enterprise customers in technical or data-centric products

Strong understanding of how technical teams adopt and measure value

Comfortable owning revenue-adjacent metrics (retention, expansion, renewals)

Highly operational: metrics-driven, process-oriented, and execution-focused

Preferred

Experience scaling CS functions in growth-stage SaaS companies

Benefits

Comprehensive plan coverage for employee and covered dependents for medical, vision, dental, life, Short-term Disability, Long-Term Disability, and employer-sponsored 401k.