We9re hiring a Director of Customer Success to build an AI-native CS function that compounds NRR, turning every strategic account into a multi-year, expanding partnership. This role reports to the CRO and owns the renewal, expansion, and strategic account motion for our enterprise customer base. After a successful first year, you will • Have hit our FY27 NRR target by establishing a renewal and expansion forecasting model with under 10% variance from actuals. • Have shipped an AI-first operating model with at least three CS workflows (account planning, renewal risk scoring, QBR prep) running with AI in the loop, freeing material team capacity. • Have ensured the top 20 strategic accounts have living account plans with documented expansion pipeline, owned by named CSMs. • Have scaled the team from 5 to 6+ without quality drop - hiring, onboarding, and raising performance standards. • Have launched a customer health system that flags renewal risk 90+ days before contract end, integrated with the broader data stack. What you9ll do • Own the NRR number end-to-end across renewals, expansion, and at-risk save motions. • Lead and develop a team of 5-6+ CSMs and Account Managers, with active player-coach involvement in the largest strategic accounts. • Design and implement AI-driven workflows that reshape how CS operates - not just bolt AI onto existing process. • Partner closely with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling. • Build the customer health and forecasting systems that give leadership a 90-day forward view of renewal risk. • Run executive QBRs with our largest accounts and lead at-risk save plays personally. • Establish the operating cadences (account reviews, forecast calls, save plans) that scale with the team. Who you are • You9ve personally owned a multi-million-dollar renewal and expansion number and can talk forecasting, churn signals, and expansion motion with detail. • You9ve reshaped a Customer Success function with AI or automation - not adopted tools, but rebuilt the workflow. • You lead from the front: you9re still active on the biggest accounts while raising the bar across your team. • You9re credible with VP+ enterprise stakeholders and can save a renewal personally when it matters. • You operate fluidly across Sales, Product, and Marketing, reducing friction for everyone you partner with. • You see customer outcomes as personal accountability - you chase the why behind every churn, and you don9t sandbag the forecast. • You can articulate what AI-native Customer Success looks like - to your team, to customers, and to the board. • You9re Austin-based or open to relocating to Austin. This Role Is Not • A pure individual contributor role - you9ll be managing and developing a team. • A steward role - we9re not looking for someone to operate the existing playbook; we9re hiring you to rebuild it. • An exclusively renewal- or exclusively expansion-focused role - you own both. • A role where AI is treated as a buzzword - we expect concrete reshaping of how CS operates. We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, flexible schedules and time off. We even offer a sabbatical after every five years of service so you9re able to pursue and enjoy what matters most to you. And of course, we wouldn9t be a technology company without a ping-pong table and free snacks in our break room. Join us!