Bettermode · 4 hours ago
Director of Customer Success
United States
Full-time
Onsite
Director/Executive
8+ years expBettermode is a fast-growing B2B SaaS platform that helps mid-market and enterprise companies build modern customer communities that drive engagement, advocacy, and retention. They are seeking a Director of Customer Success to own and scale the entire post-sale motion, focusing on customer retention, expansion, and trust while leading the Customer Success, Onboarding, Support, and Solutions teams.
Computer Software
Responsibilities
Own Gross and Net Revenue Retention, including renewals and expansion motion design
Drive customer adoption, value realization, and long-term trust
Build predictable customer health, renewal forecasting, and expansion visibility
Partner closely with the CRO on revenue forecasting and account strategy
Lead and scale Customer Success, Onboarding & Adoption, Support & Enablement, and Solutions / Professional Services
Design clear role boundaries, handoffs, and escalation paths across the post-sale lifecycle
Define customer segmentation and coverage models across Enterprise, Mid-Market, and PLG
Ensure CX scales through systems, not headcount alone
Reduce time-to-value and onboarding friction
Improve support efficiency and CSAT without over-hiring
Establish scalable playbooks, processes, and performance metrics
Turn fragmented workflows into a cohesive CX operating system
Partner with Sales on deal quality, handoffs, renewals, and expansions
Partner with Product to translate customer insights into roadmap input
Partner with Marketing on advocacy, references, and customer proof points
Act as the executive escalation owner for key customer relationships
Serve as a strong internal leader and voice of the customer
Hire, coach, and develop CX leaders and individual contributors
Set clear performance standards, expectations, and growth paths
Build a culture of accountability, ownership, and customer empathy
Create clarity, focus, and momentum across the CX organization
Qualification
Required
Typically 8–12 years of experience, with demonstrated ownership of multiple customer-facing functions in a B2B SaaS environment
Prior experience scaling Customer Success at a $5–20M ARR company
Experience managing cross-functional CX teams (CS, Onboarding, Support, Services)
Strong operational, analytical, and systems-thinking mindset
Comfortable operating in ambiguity and building from imperfect foundations
Proven ability to influence Sales, Product, and Revenue leaders
Hands-on operator who thrives in fast-moving startup environments
Preferred
Experience with PLG and Enterprise hybrid revenue models
Exposure to professional services or complex implementations
Background in SaaS platforms, communities, or configurable products
Benefits
Comprehensive Canadian health benefits—dental and vision included
Unlimited paid vacation days
Paid parental leave to support your family
Bereavement leave should you need it
All the equipment you need provided
Device Upgrade Policy—an interest-free hardware stipend repayable via payroll deductions
Monthly Tech & Appreciation Stipend
Company
Bettermode
Bettermode is an all-in-one customer community platform that helps businesses streamline the customer experience, build stronger customer relationships, and improve retention.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase