[Hiring] Director of Customer Success @Route

Role Description

As Director of Customer Success, you will lead and shape the post-onboarding merchant experience at Route. Reporting to the VP of Revenue, you'll define the strategy, build scalable processes, and develop a high-performing Customer Success organization that drives long-term merchant value and business growth.

• Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route.
• Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession.
• Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health.
• Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs.
• Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making.
• Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations.
• Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities.
• Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy.

Qualifications

• 7+ years of experience in Customer Success, Account Management, or a related post-sale function, including 3+ years leading and developing high-performing teams.
• Experience building, scaling, or transforming Customer Success programs in a high-growth SaaS, fintech, e-commerce, or technology environment.
• Demonstrated success driving customer retention, expansion, and long-term customer value across a complex portfolio.
• Experience leading teams responsible for renewals, growth opportunities, or broader commercial outcomes.
• Strong understanding of customer success metrics, including retention, net revenue retention, expansion, and customer health.
• Proven ability to design and improve scalable processes, playbooks, and operational frameworks that drive consistency and results.
• A track record of developing talent, coaching future leaders, and building high-performing teams.
• Strong executive presence with the ability to influence stakeholders and build trusted relationships across all levels of an organization.
• Highly collaborative, with experience partnering across Sales, Product, Operations, and other cross-functional teams to achieve shared goals.
• Data-driven and analytical, with the ability to translate insights into action and make informed decisions that improve customer and business outcomes.

Benefits

• 95% - 100% of health insurance premiums covered for you and your family.
• Remote or hybrid work arrangements.
• Unlimited PTO.
• 401k matching.
• Formalized growth opportunities.
• Learning & development programs.
• DEI programs & events.
• And much more.

Pay Transparency

Salary for this role:

• National: $229,000 - $241,000
• LA: $183,000 - $194,000
• NY: $200,000 - $212,000
• SF: $208,000 - $220,000

The cash compensation above is listed as On Target Earnings (OTE). In addition to cash compensation, all Route employees are eligible to participate in Route's equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications, and other job-related reasons.