HireScope Boston · 4 days ago
Senior Director, Customer Success
Boston, MA
Full-time
Hybrid
Lead/Staff, Director/Executive
5+ years expHireScope has partnered with Lambent, an AI-driven SaaS company, to hire a Senior Director of Customer Success. In this role, you will lead the post-sales customer lifecycle function, drive outcomes with enterprise accounts, and define a scalable Customer Success strategy to enhance customer retention and adoption.
Management Consulting
Responsibilities
Build and strengthen strategic relationships with customer stakeholders
Lead onboarding, adoption planning, QBRs, success reviews, and ongoing success motions
Personally manage key accounts to ensure value delivery and mitigate churn risk
Translate usage signals into clear, actionable customer outcomes
Define and evolve a scalable CS engagement model
Build and refine playbooks for onboarding, renewals, expansions, and escalations
Implement systems and dashboards to track customer health and drive lifecycle automation
Be the internal voice of the customer—translate needs into product, marketing, and support priorities
Partner with Product to reduce onboarding friction and improve adoption metrics
Work with Marketing to generate case studies, references, and success stories that highlight impact
Hire, coach, and develop Customer Success Managers
Set clear rhythms for reviews, health checks, risk mitigation, and team enablement
Foster a customer-centric culture focused on outcomes over outputs
Qualification
Required
5–10+ years in Customer Success, Account Management, or post-sales roles in B2B SaaS
3–5+ years leading teams, including managing senior individual contributors
Demonstrated ability to build processes and playbooks from scratch
Comfort working directly with customers and internal stakeholders
Proven track record of improving retention, renewal, and expansion in subscription models
Strong executive presence and cross-functional influence
Familiarity with HubSpot CRM and willingness to travel to customer sites
Company
HireScope Boston
At HireScope, we work as a true extension of the leadership team, partnering closely with founders and operators to build teams that support both immediate execution and long-term growth.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase