About the RoleWe're looking for a
Director of Customer Success to lead Sprig's Customer Success organization across both our Customer Success Manager (CSM) and Customer Success Engineering (CSE) teams. You'll own the strategy, performance, and development of both functions, with accountability for delivering exceptional customer outcomes and driving strong retention and expansion across our customer base.
This is a hands-on leadership role. You'll develop and coach our CSMs and CSEs while staying close to our most strategic customers, helping navigate executive relationships, adoption, technical implementations, renewals, expansion opportunities, and accounts that need additional support.
You'll build a tightly integrated customer success organization where CSMs lead the strategic and commercial relationship and CSEs provide the technical expertise required to implement, integrate, troubleshoot, and scale Sprig. You'll establish clear ownership, operating rhythms, and collaboration across both teams so customers experience one cohesive partnership with Sprig.
You'll also partner closely with Sales, Product, and Engineering to identify opportunities for growth, remove barriers to customer success, and translate what we learn from customers into improvements across the business.
This role is based in our San Francisco office 4 days per week (Wed is WFH day)Your Impact- Own Customer Success strategy and NRR: Drive Sprig's approach to retention, adoption, expansion, and customer health while establishing clear goals and operating rhythms that help the team consistently meet and exceed NRR and ARR targets.
- Work directly with strategic customers: Stay close to our customer base and work alongside CSMs on key accounts, joining executive conversations, QBRs, renewal and expansion discussions, escalations, and other critical customer moments.
- Lead and coach our CSM organization: Develop CSMs into strategic, commercially-minded customer partners through hands-on coaching, account reviews, deal strategy, and direct involvement in customer conversations when additional leadership can help drive an outcome.
- Drive retention and proactively manage customer risk: Maintain a strong pulse on account health across the portfolio, working directly with CSMs to identify risk early, develop intervention plans, and engage customers when needed to protect the relationship.
- Build a scalable land-and-expand motion: Partner with CSMs and Sales to identify and execute expansion opportunities using product adoption, customer outcomes, stakeholder relationships, and business needs to grow Sprig across teams and use cases.
- Strengthen executive customer relationships: Develop relationships with senior stakeholders across strategic accounts while helping CSMs build champions, multi-thread relationships, demonstrate business value, and position Sprig as a long-term strategic partner.
- Create a best-in-class customer journey: Continuously improve how we onboard, engage, educate, and grow customers, balancing scalable programs with high-touch engagement for our most important accounts.
- Lead and align our CSM and CSE teams: Establish clear ownership and collaboration between CSMs and CSEs while stepping in to help coordinate complex customer needs that span business strategy, product adoption, and technical implementation.
- Oversee technical customer success: Ensure the CSE organization delivers high-quality technical onboarding, implementation, troubleshooting, and solution guidance that enables customers to successfully deploy and scale Sprig.
- Build and develop a high-performing team: Set a high bar for performance, provide consistent coaching and feedback, develop future leaders, and create clear accountability against individual and team goals.
- Represent the voice of the customer: Partner closely with Product and Engineering to surface recurring customer needs, adoption barriers, and product opportunities based on direct customer conversations and feedback from the broader CS organization.
Your Strengths- 8+ years of Customer Success experience within B2B SaaS or enterprise software, including significant experience directly managing complex enterprise customers and high-value books of business.
- 3+ years of Customer Success leadership experience, with a track record of coaching and developing high-performing CSMs while remaining actively involved with customers.
- Proven ownership of retention and expansion outcomes, with experience managing against NRR, GRR, renewal, adoption, and expansion targets.
- Strong commercial instincts and experience uncovering expansion opportunities, increasing product adoption, navigating renewals, and growing strategic accounts.
- Deep enterprise customer experience, including navigating complex organizations, multi-threading accounts, developing executive relationships, and demonstrating measurable business value.
- Strong understanding of customer health and risk management, with the ability to quickly assess an account, identify what's working or at risk, and help the team determine the right path forward.
- Experience working closely with technical customer-facing teams, such as Customer Success Engineering, Solutions Engineering, Implementation, or Technical Support. You don't need to be an engineer, but you can effectively guide teams responsible for complex technical customer outcomes.
- Executive presence and strong communication skills, with the ability to build credibility with senior customer stakeholders and influence internal leaders across Sales, Product, and Engineering.
- High-growth mindset: You thrive in a fast-moving environment, are willing to roll up your sleeves, and balance strategic thinking with a high level of ownership, urgency, and adaptability.
- Experience working in a growth-stage SaaS company (Series A-D) is strongly preferred.
Benefits & Perks- Competitive Salary
- Competitive Employee Equity
- 401K Program
- Medical, Dental, and Vision Benefits
- FSA/HSA Benefits
- $175/month Commuter Benefit
- Additional Wellbeing Benefit
- Flexible Paid Time Off
- Paid Parental Leave
- Professional Development Stipend
- Hybrid Office Policy
- Lunch and dinner daily
- Company Sponsored Social Events
