compyl - Director of Customer Success
Requirements
• Demonstrated experience building or scaling a Customer Success function from an early stage, we value having actually done this before more than a specific number of years in CS. This might mean you were employee #1 or #2 in CS at a prior company, not just a leader inside an already-mature org. • Comprehensive experience in Customer Success, Account Management, or a related revenue-facing role in B2B SaaS. • Track record of driving measurable improvements in net revenue retention, renewals, and expansion revenue. • Comfortable owning both strategy and execution, you're equally willing to build a playbook and personally run a renewal call. • Experience evaluating, selecting, and implementing CS and CRM tooling to build visibility and process where none previously existed. • Strong analytical skills, able to define metrics, build reporting, and use data to drive decisions. • Experience in GRC SaaS preferred; candidates from adjacent SaaS categories (e.g., security, compliance, risk, audit) also welcome. Practitioner-level experience in GRC, compliance, or risk management (even outside of a SaaS company) is a strong plus. • Excellent executive presence and communication skills; comfortable operating as a strategic partner to Sales, Product, and the C-suite. • Self-starter who thrives in ambiguity and startup environments where infrastructure doesn't yet exist.
Responsibilities
• Build the Customer Success function from scratch: define the strategy, structure, and operating model that will scale with the business. • Own customer retention and growth, improve GRR by strengthening adoption, proactively managing risk, and reducing churn, while building a disciplined expansion motion that drives NRR and customer lifetime value. • Design and implement customer segmentation, health scoring, and a proactive engagement model to replace today's reactive, ad hoc approach. • Establish onboarding, adoption, and renewal playbooks that create a consistent, scalable customer experience. • Personally manage a portfolio of strategic accounts in the early stages, serving as a trusted advisor and escalation point. • Select and implement CS tooling (e.g., a customer success platform) to bring visibility and rigor to account health and forecasting. • Partner closely with Sales on account handoffs, expansion opportunities, and renewal forecasting; partner with Product on feedback loops and roadmap input. • Define and report on core CS metrics (GRR, NRR, churn, customer sentiment and advocacy, expansion revenue) to executive leadership, shaping the right measurement framework as the function matures. • Hire, build, and lead a Customer Success team as the function matures and scales. • Represent the voice of the customer internally, influencing product, marketing, and company strategy.
Benefits
• Performance-based bonus structure tied to retention and expansion metrics • Meaningful equity in a fast-growing company • Ground-floor opportunity to build and define a function that becomes core to company revenue • Remote-first culture with flexible PTO • Access to a highly supportive, execution-focused leadership team • A team that values collaboration, accountability, and transparency • Equal Opportunity Statement
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