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Retention is how a subscription business compounds. As we scale toward $100M in ARR, the Client Success organization is at an inflection point: we have a large and growing base of clients, a talented CSM team, and a real opportunity to turn great client outcomes into durable, expanding revenue.
We're looking for a Director of Client Success to lead our CSM organization in Austin. You will lead a team of CSM managers and their CSMs, own the gross and net retention numbers, and build the operating model that lets us keep clients successful at scale. This is a builder's seat. You'll shape how the team is structured, how we score client health, how we run renewals and expansion, and how we coach a team to a consistently high bar.
You must be AI-forward. We expect our leaders to use AI and automation to extend team capacity, deepen client coverage, and make sharper decisions from data.
Own gross revenue retention and net revenue retention for the CSM book
Build and run the renewal and at-risk motions that protect recurring revenue
Partner with the team to grow upsell and expansion revenue across the base
Own a reliable retention and expansion forecast leadership can trust
Lead, hire, and develop a team of CSM managers and their CSMs
Set clear targets and a coaching cadence so every rep knows the bar and how they're tracking
Manage performance directly, developing top performers and moving strugglers into better standing or out of the role
Build a high-ownership, low-ego culture that clients and teammates want to work with
Establish segmented coverage so the right clients get the right level of attention
Build a client health scoring model and the playbooks that act on it
Shape the QBR and business-review motion for high-value accounts
Use AI and automation to scale coverage and free the team to focus on the highest-impact work
Partner with Sales, Onboarding, Support, and Product to drive outcomes CS doesn't fully control
Represent the voice of the client inside the company and turn client signal into action
8+ years in Client Success or account management, with at least 3 years leading leaders (managing managers)
Proven track record owning and hitting gross and net retention or renewal and expansion targets
Experience scaling a CS team in a high-growth SaaS or subscription business
Built operating infrastructure before: health scoring, segmentation, playbooks, forecasting
Deeply execution-oriented with a strong sense of ownership over the number and the team
Hires and coaches well, and is willing to have hard performance conversations
Comfortable operating in complexity and ambiguity, and building where structure doesn't yet exist
Data-driven, and AI-forward in how you scale a team
Experience in proptech, real estate technology, or serving SMB and entrepreneur clients
Base salary: $160,000 - $190,000
Annual performance bonus
Equity
Comprehensive benefits
This is a hybrid role based in Austin, TX, with several days per week in our Austin office.