Why This Role MattersRetention 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.
What You'll OwnRetention and Expansion- 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
Team Leadership- 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
Operating Model and Systems- 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
Cross-Functional Leadership- 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
What We're Looking ForExperience- 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
Leadership and Mindset- 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
Nice to Have- Experience in proptech, real estate technology, or serving SMB and entrepreneur clients
Compensation- 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. 
