[Hiring] Director of Customer Success @Paubox

Role Description

Paubox is looking for a Director of Customer Success to modernize our full post-sales operation, overseeing customer implementation, support, and success. In this pivotal role, you will be at the forefront of innovation, leading our AI initiatives to modernize how we onboard, retain, and grow our 9,000+ customers. If you thrive in fast-paced startup environments and are passionate about building world-class customer experiences through both human connection and cutting-edge technology, we want to hear from you.

• Identify and implement AI-native strategies that enable teams to deliver world-class customer experiences.
• Own retention performance, renewal forecasting, and expansion alignment with Sales.
• Establish and drive a sustainable operating model across post-sale functions, ensuring accountability, predictability, and scalability.
• Provide oversight and leadership for the implementation, support, and customer success teams.
• Drive and report on key performance indicators including retention, churn, and adoption.
• Partner closely with sales, marketing, operations, and product teams to surface customer feedback on products.
• Foster a culture of continuous improvement and professional growth.

Qualifications

• An AI-native mindset.
• Hands-on experience implementing AI and other technologies to increase team efficiency while delivering a “right touch” model for customers from SMB to enterprise.
• Proven leadership in customer success or account management within B2B SaaS.
• A track record of success in high-growth, fast-paced startup environments.
• Deep understanding of customer success metrics across the post-sales journey and the ability to turn data into strategy.

Requirements

• Experience with HubSpot and Claude.
• A background in the healthcare industry or deep knowledge of HIPAA compliance.
• Experience managing and aligning multi-departmental structures.

Benefits

• A fully-remote work environment, no RTO here!
• Cigna or Kaiser Permanente healthcare coverage (location dependent).
• Dental and vision insurance through Principal.
• 401(k) retirement account.
• Sick and vacation time totaling 28 days per year.
• 8 paid annual holidays.
• Stock option grants.
• Company-provided MacBook and other necessary equipment.
• $500 quarterly stipend for professional development.