The Customer Success Director will own a book of accounts post-sale through renewal and expansion. You are the primary relationship owner: driving adoption, protecting retention, and finding expansion paths tied to the customer's AR outcomes (DSO reduction, cash application accuracy, dispute cycle time)
Responsibilities- Own onboarding through steady-state for an assigned account portfolio.
- Drive product adoption against each customer's stated business outcomes, not feature checklists.
- Run QBRs: outcomes delivered, ROI, expansion opportunities.
- Own renewal forecasting and GRR for your book; flag churn risk early with a clear reason and remediation plan.
- Identify and pursue expansion (upsell, cross-sell across Stuut products) in partnership with Sales.
- Escalate technical or implementation issues to FDE/Support with clear context; stay accountable for resolution from the customer's side.
- Maintain accurate account health data in Vitally.
What Success Looks Like- GRR and NRR targets met for your book (org target: NRR >110%).
- Onboarding velocity and time-to-value hit target.
- Clean, current account records; no surprises in forecast.
Requirements- 4+ years in Customer Success or Account Management at a B2B SaaS company, ideally fintech or finance-workflow software.
- Track record owning renewal/expansion numbers, not just satisfaction scores.
- Comfortable with ambiguity: this is a growth-stage company building CS process as it scales.
- Financial/AR domain fluency a plus, not required.
- Excellent written and verbal communication; comfortable running exec-level QBRs.
Compensation- Top-of-market salary and equity package
- Benefits (for U.S.-based full-time employees)
- Medical, dental & vision insurance coverage for you
- 401(k) & Match
- Equity
- Flexible PTO
- Parental Leave
