Blitzy · 13 hours ago
Director of Customer Success
Cambridge, MA
Full-time
Onsite
Director/Executive
$190K/yr - $210K/yr
7+ years expBlitzy is a rapidly scaling AI startup based in Cambridge, MA, seeking a Director of Customer Success to lead their Customer Success organization. The role involves overseeing operations, coaching a growing team of Customer Success professionals, and ensuring exceptional customer interactions that drive value and expansion.
Artificial Intelligence (AI)Software
Responsibilities
Serve as the operational backbone of the Customer Success organization
Ensure day-to-day excellence of a high-performing team scaling from 10 to 50+ enterprise Customer Success professionals
Work with Blitzy Solutions Engineers, Forward Deployed Engineers, and other Software Developers
Oversee all operations, ensuring every customer interaction drives measurable value and expansion
Develop team through real-time feedback, often in evening coaching sessions after customer engagements
Ensure processes are followed, quality is maintained, and every interaction moves accounts forward
Drive operational metrics that contribute to business success: Net Revenue Retention, customer health scores, expansion pipeline, and team performance
Build deep customer empathy across the team, ensuring everyone can listen between the lines and anticipate what customers need before they articulate it
Identify patterns across accounts and translate them into actionable playbooks
Maintain visibility into every account without micromanaging, knowing when to engage directly and when to empower the team
Engage in conversations with CTOs and CIOs when needed, bringing operational insights and customer perspective to strategic discussions
Help build the team from 10 to 50+ while maintaining quality, culture, and performance
Qualification
Required
7+ years of enterprise customer success experience with proven track record of driving NRR, expansion, and customer health metrics
Exceptional coaching ability
Extraordinary emotional intelligence
Systems-oriented and process-driven
Experience leading teams of experienced individual contributors in enterprise environments
Ability to engage with C-suite executives
Commitment to high-intensity environments and willingness to work extended hours
Preferred
Proven customer success leadership at companies like Rapid7, Akamai, Klaviyo, DataRobot, or similar B2B software platforms
Experience scaling CS teams from 10 to 50+ while maintaining performance standards and culture
Track record of team members getting promoted or recruited for senior roles
Experience helping customers navigate large-scale technology transformations
Technical fluency with software development, AI/ML concepts, or enterprise architecture
Experience building CS operations, playbooks, and systems
Benefits
Paid Medical, Dental & Vision Insurance (for you and dependents)
4% 401(k) match
Equity
Flexible vacation, sick days & work-from-home days
Technology allowance (hardware, software, reading materials)
Beautiful office environment in Cambridge Crossing surrounded by other startups
Unlimited snacks, fizzy water, coffee, espresso, and everything you need to perform at your best
Company
Blitzy
Blitzy is a Generative AI software platform that aims to automate custom software development.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$4.4M2024-09-03Seed· $4.4M
Leadership Team
S
Siddhant Pardeshi
Chief Technology Officer
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