Director of Customer Success

Join Sprig as the Director of Customer Success, where you will lead the Customer Success organization, drive retention and expansion, and develop a high-performing team. You will work closely with strategic customers, establish clear ownership and collaboration between teams, and represent the voice of the customer. This is a hands-on leadership role that requires strong communication skills, commercial instincts, and experience in a growth-stage SaaS company.

• Diriger l'organisation de la réussite client de Sprig, en supervisant les équipes de gestion de la réussite client et d'ingénierie de la réussite client.
• Développer et coacher les gestionnaires de la réussite client et les ingénieurs de la réussite client, tout en restant proche des clients stratégiques.
• Établir une organisation de réussite client intégrée, où les gestionnaires de la réussite client dirigent la relation stratégique et commerciale, et les ingénieurs de la réussite client fournissent l'expertise technique.

• Proven ownership of retention and expansion outcomes, with experience managing against NRR, GRR, renewal, adoption, and expansion targets
• 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
• Strong commercial instincts and experience uncovering expansion opportunities, increasing product adoption, navigating renewals, and growing strategic accounts
• 3+ years of Customer Success leadership experience, with a track record of coaching and developing high-performing CSMs while remaining actively involved with customers
• Deep enterprise customer experience, including navigating complex organizations, multi-threading accounts, developing executive relationships, and demonstrating measurable business value
• Experience working in a growth-stage SaaS company (Series A–D) is strongly preferred
• 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
• 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
• 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