Director of Customer Success

Join Closinglock, a rapidly expanding real estate fintech company, as the Director of Customer Success. In this player-coach role, you will lead and scale our post-sale motion across Enterprise and Mid-Market customer segments. You will own the full customer lifecycle, build playbooks and processes, and establish a culture of customer obsession. You will also partner cross-functionally with Sales, Product, and Support to ensure a unified customer experience.

• Diriger et développer l'équipe de Customer Success, en établissant des attentes de performance claires et en favorisant une culture d'obsession du client.
• Assurer la responsabilité des indicateurs de rétention et d'expansion, en mettant en place des processus basés sur les données pour identifier les risques de désabonnement.
• Collaborer avec les équipes interfonctionnelles pour garantir des transitions fluides, des boucles de rétroaction solides et une expérience client unifiée.
• Strong people leader with experience hiring, developing, and retaining CSMs; you set a high bar, coach actively, and build teams that outlast your direct involvement in every account
• Demonstrated track record of owning healthy retention and expansion metrics (NRR, GRR, churn) and building the operational infrastructure to manage them: health scoring, forecasting, tiering models
• Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustments
• Proven ability to design and implement scalable CS processes from the ground up: onboarding frameworks, segmentation strategies, renewal playbooks in a high-growth environment where the answer wasn't already written
• 8+ years in Customer Success, Account Management, or post-sale in B2B SaaS, with at least 4 of those years leading and scaling CS teams
• Data-driven approach to managing a book of business: you use health scores, product usage signals, and CRM data to prioritize and act, not just intuition
• Ability to effectively communicate with and present to VP-level customer personas, deliver board-level retention updates, and participate in cross-functional product reviews
• Familiarity with CS platforms for health scoring and lifecycle automation
• Background in real estate, title, mortgage, or adjacent proptech/fintech
• Exposure to compliance-sensitive or transaction-based SaaS products where trust and security are part of the customer value prop
• Prior experience scaling a CS org through a Series A → C/D growth phase. You've navigated the 50 → 200 person build and know what breaks if you don't get ahead of it
• Comfort with AI tooling applied to CS workflows