Director of Customer Success

Director of Customer Success at TextUs

TextUs is a leading customer communication platform that helps organizations engage customers via text messaging across channels. We are seeking a strategic, data-driven Director of Customer Success to lead our global CS organization and drive sustained value for customers.

What you will do

• Define and execute the customer success strategy to drive adoption, retention, and expansion.
• Lead and grow a high-performing team of Customer Success Managers and Managers.
• Build scalable onboarding, adoption, and renewal programs to accelerate time-to-value.
• Develop and monitor customer health metrics and dashboards; translate data into action.
• Partner with Sales, Product, and Support to reduce churn and drive customer advocacy.
• Own budget, resource planning, and headcount forecasting for the CS organization.
• Champion the voice of the customer and inform product strategy with customer insights.

What we look for

• 8+ years in customer success, account management, or related fields; 3+ years in leadership roles.
• Proven track record scaling CS organizations in a SaaS environment.
• Experience with CS platforms (e.g., Gainsight, Totango, ChurnZero) and CRM (Salesforce).
• Strong data analysis skills and ability to define and track health metrics and KPIs.
• Excellent communication, collaboration, and stakeholder management skills.
• Remote-friendly work style with the ability to lead cross-functional teams globally.

Benefits

• Competitive compensation and comprehensive health benefits.
• Remote-first culture with flexible scheduling and generous time off.
• Professional development opportunities and potential equity options.

Location

Remote (Worldwide). This position is open to candidates globally.

How to apply

Apply via the Greenhouse link: https://boards.greenhouse.io/textus/jobs/5586916004?gh_jid=5586916004