Director of Customer SuccessThe RoleWe're looking for a Director of Customer Success to build and lead the next evolution of Customer Success at Compyl. This is a foundational, high-ownership role with the opportunity to design the processes, playbooks, metrics, and team that will turn CS into a scalable, revenue-driving function. You'll build a repeatable expansion motion that helps grow NRR and customer lifetime value.
We're looking for a true zero-to-one builder, someone comfortable with ambiguity who can move seamlessly between designing the strategy, digging into customer data, joining an executive escalation, and running a renewal conversation.
What You'll Do- Build the Customer Success function from scratch: define the strategy, structure, and operating model that will scale with the business.
- Own customer retention and growth, improve GRR by strengthening adoption, proactively managing risk, and reducing churn, while building a disciplined expansion motion that drives NRR and customer lifetime value.
- Design and implement customer segmentation, health scoring, and a proactive engagement model to replace today's reactive, ad hoc approach.
- Establish onboarding, adoption, and renewal playbooks that create a consistent, scalable customer experience.
- Personally manage a portfolio of strategic accounts in the early stages, serving as a trusted advisor and escalation point.
- Select and implement CS tooling (e.g., a customer success platform) to bring visibility and rigor to account health and forecasting.
- Partner closely with Sales on account handoffs, expansion opportunities, and renewal forecasting; partner with Product on feedback loops and roadmap input.
- Define and report on core CS metrics (GRR, NRR, churn, customer sentiment and advocacy, expansion revenue) to executive leadership, shaping the right measurement framework as the function matures.
- Hire, build, and lead a Customer Success team as the function matures and scales.
- Represent the voice of the customer internally, influencing product, marketing, and company strategy.
What We're Looking For
- Demonstrated experience building or scaling a Customer Success function from an early stage, we value having actually done this before more than a specific number of years in CS. This might mean you were employee #1 or #2 in CS at a prior company, not just a leader inside an already-mature org.
- Comprehensive experience in Customer Success, Account Management, or a related revenue-facing role in B2B SaaS.
- Track record of driving measurable improvements in net revenue retention, renewals, and expansion revenue.
- Comfortable owning both strategy and execution, you're equally willing to build a playbook and personally run a renewal call.
- Experience evaluating, selecting, and implementing CS and CRM tooling to build visibility and process where none previously existed.
- Strong analytical skills, able to define metrics, build reporting, and use data to drive decisions.
- Experience in GRC SaaS preferred; candidates from adjacent SaaS categories (e.g., security, compliance, risk, audit) also welcome. Practitioner-level experience in GRC, compliance, or risk management (even outside of a SaaS company) is a strong plus.
- Excellent executive presence and communication skills; comfortable operating as a strategic partner to Sales, Product, and the C-suite.
- Self-starter who thrives in ambiguity and startup environments where infrastructure doesn't yet exist.
Why Join Us- Base Salary: $170,000 to $200,000
- Performance-based bonus structure tied to retention and expansion metrics
- Meaningful equity in a fast-growing company
- Ground-floor opportunity to build and define a function that becomes core to company revenue
- Remote-first culture with flexible PTO
- Access to a highly supportive, execution-focused leadership team
- A team that values collaboration, accountability, and transparency
