Director of Customer Success

At Read AI https://www.read.ai?utm_source=chatgpt.com, we’re building products that help people get more value from their meetings, workflows, and communication. We’re looking for a Director of Customer Success to lead and scale our post-sale customer organization across both strategic account management and high-volume customer success operations. This role will oversee two core functions: - Account Management — relationship management, enablement, retention, and growth for larger accounts - Customer Success — high-volume support and technical support for self-serve and single-payer customers The ideal candidate is both operationally strong and customer-centric, with experience leading account management teams, scaling customer operations, improving technical support processes, and partnering cross-functionally with Product, Engineering, Sales, and Growth teams. WHAT YOU’LL DO LEAD ACCOUNT MANAGEMENT - Oversee account management and customer engagement for larger customers and strategic accounts - Lead and develop a team of Account Managers, while helping build and scale the organization as our enterprise business grows. - Partner closely with Sales on onboarding, renewals, expansions, customer health, and escalations - Support customer enablement and adoption to drive retention and long-term account growth - Develop structured engagement strategies, lifecycle programs, and operational playbooks for larger accounts - Ensure enterprise customers receive proactive communication, strategic guidance, and strong ongoing support - Partner with Product and Engineering to surface customer needs, feature requests, and product feedback from strategic accounts LEAD CUSTOMER SUCCESS OPERATIONS - Oversee high-volume customer success and technical support operations across email, chat, and other support channels - Manage and support the Senior Manager responsible for the Customer Success Team - Increase the use of AI, automation, and tooling improvements to improve team efficiency while maintaining a high-quality customer experience - Partner with Growth and Marketing to improve 1:many communication channels and experience. - Drive the customer feedback and feature request process to ensure insights from customers are consistently incorporated into product planning - Partner with Product and Engineering to identify recurring customer pain points and improve product usability - Support the team that acts as product experts for Sales, including trial support, customer enablement, and product guidance - Develop operational reporting and data analysis to identify trends, customer risks, product gaps, and opportunities for improvement WHAT YOU’LL NEED - 7+ years of experience in customer success, support, account management, or related customer-facing leadership roles - Experience leading account management or customer success teams in a SaaS environment - Experience scaling customer-facing teams and processes in a high-growth company - Strong operational and analytical mindset with experience using data to drive decisions and process improvements - Experience managing technical support or product support organizations - Ability to partner effectively with Product, Engineering, Sales, and Growth teams - Experience supporting SaaS onboarding, customer enablement, retention, and expansion initiatives - Strong communication, leadership, and organizational skills - Startup or high-growth SaaS experience preferred WHAT SUCCESS LOOKS LIKE - Strong customer retention and growth across strategic accounts - A scalable account management organization that evolves alongside the Sales team - Faster, more effective customer support and technical issue resolution - Clear and actionable customer feedback loops into Product and Engineering - Improved onboarding, enablement, trial conversion, and customer engagement - Strong operational visibility and reporting across customer-facing teams The annual base salary for this position ranges from $165,000 - $200,000