Sr. Director, Customer Success

The Role

What You'll Own

Customer Outcomes & Retention

• Own net revenue retention (NRR) and gross revenue retention (GRR) as primary success metrics across the customer base.
• Build a proactive, outcome-driven CS motion that ties customer health to measurable business results — not just activity.
• Establish and operationalize customer health scoring, early warning systems, and intervention playbooks to reduce churn and drive expansion.

Revenue Growth & Expansion

• Partner with Sales on the renewal and expansion pipeline, driving upsell and cross-sell motions through CSMs who understand customer value deeply.
• Define and execute a land-and-expand strategy across mid-market and enterprise segments.
• Build tight alignment with the Sales team on handoff, coverage models, and shared revenue accountability.

Team Leadership & Culture

• Lead, develop, and scale a team of CSMs and Support professionals across multiple customer segments.
• Hire and retain top talent; build a culture of accountability, customer empathy, and continuous improvement.
• Coach front-line managers and individual contributors to grow in their roles and deliver consistent results.

Strategy & Cross-Functional Partnership

• Serve as the voice of the customer internally — translating customer feedback into Product roadmap input, GTM strategy, and executive decision-making.
• Partner with the CRO and GTM leadership to define CS's role in CodeSignal's broader revenue architecture.
• Work cross-functionally with Product, Engineering, Marketing, and Finance to align on customer lifecycle strategy and investment priorities.
• Define and refine the CS operating model, including segmentation, coverage ratios, tooling, and team structure.

Global Support

• Oversee the Global Support function, ensuring customers receive timely, high-quality technical support.
• Drive continuous improvement in support operations, including SLA performance, tooling, and self-serve resources.

What We're Looking For

Required

• 7+ years in Customer Success, with at least 4–5 years in a senior leadership role (VP or above) at a B2B SaaS company.
• Demonstrated ownership of NRR/GRR targets with a track record of improving both retention and expansion revenue.
• Experience leading and scaling CS teams across mid-market and enterprise segments.
• Strong analytical mindset — you use data to identify trends, build business cases, and hold teams accountable to outcomes.
• Skilled at cross-functional collaboration, particularly with Sales, Product, and GTM leadership.
• Excellent executive communication and presence; comfortable influencing at the C-suite level internally and externally.
• Proven ability to build scalable CS systems: health scoring, playbooks, onboarding programs, QBR frameworks, and more.
• Executive presence and business acumen to credibly engage at the C-suite level — both internally with CodeSignal's leadership team and externally with senior stakeholders at customer organizations; ability to command a room, navigate complex conversations, and represent the CS function with polish and authority.

Nice to Have

• Background in engineering, computer science, or a technical discipline — or experience selling/servicing technical buyers.
• Experience at a company serving HR, talent acquisition, or engineering/developer tooling verticals.
• Prior experience building or scaling a CS function from an early or mid-stage position through a period of rapid growth.
• Familiarity with Gainsight, Salesforce, or similar CS/CRM tooling at scale.

Why You'll Love it Here

Compensation