Director of Customer Success

Memfault is looking for an experienced Director of Customer Success to lead our Success and Implementation teams. The CS team drives implementations, manages customer relationships, and tees up expansions to help grow the business. This is a strategic function for the company, which underpins our land and expand strategy and our ability to grow a very large business.

As Director of Customer Success, you will collaborate with our sales, product, marketing, and engineering teams to help incredible businesses such as Logitech, Lyft, Whoop, and Bose build better, more reliable products. You will join our extended leadership team and report to our SVP of Revenue.

The ideal candidate should have experience leading customer success teams at B2B SaaS startups, preferably in the developer space. Success in this role requires strong management skills, a get-things-done attitude, and systems thinking abilities.

You will:

• Hire, coach, and manage Customer Success Managers and Implementation Managers on the CS team
• Iterate on our customer success and implementation playbooks
• Own two of our most important KPIs: average time to value, and net revenue retention
• Lead strategy for our key accounts
• Influence our product roadmap based on customer learnings
  
  

You are:

• An experienced CS leader in technical B2B SaaS
• A great people manager with a history of hiring A players and coaching them to success
• Comfortable in front of executives at large enterprise customers
• Undeterred by the pace and high ambiguity environment inherent to a startup
• Organized and process-oriented