Sr. Director, Customer Success

The Role CodeSignal is seeking a seasoned Customer Success leader to own the post-sale customer journey end-to-end, from onboarding and adoption through renewal and expansion. This is a senior leadership role that sits at the intersection of revenue growth and customer outcomes, partnering closely with Sales, Product, and the broader Go-to-Market organization under the CRO. The right leader will bring a data-driven, scalable approach to CS, with a track record of building and motivating high-performing teams at a SaaS company in high-growth mode. We are open to candidates across experience and skill levels. The scope and seniority of this role will be tailored to reflect the right fit and the exact title will be adjusted accordingly (Director to Vice President). 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 We know that great work comes from great, and inclusive teams. At CodeSignal, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our customers and helps us all grow as Signalites and individuals. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. CodeSignal is proud to be an Equal Opportunity Employer. 🌐 Globally distributed, fully remote team 💰 Competitive salary, equity, and bonus comp packages 🩺 Medical, dental, and vision coverage 💸 401k matching (US) or pension fund contributions (Global) 🏝 Unlimited time off policy 📚 Learning & Development benefits 💪 Physical & Mental Health benefits 💻 Equipment & home office setup stipend 🥳 Team activities and get-togethers to connect with your fellow Signalites 💙 A challenging and fulfilling opportunity to join a fast-growing AI company Compensation In accordance with local regulations in jurisdictions where CodeSignal may hire, we are projecting an annual total on-target earnings (OTE) in the range of $200,000 to $300,000. This range encompasses all seniority levels eligible for this position. The OTE includes base salary and commissions. Here at CodeSignal, our offer packages contain base salary plus additional compensation in the form of commission or performance bonuses, equity, and/or additional benefits such as those described above. Offers are awarded on an individual basis and are subject to factors such as, without limitation, a candidate’s level of experience, growth trajectory, and local labor market.