[Hiring] Senior Director of Customer Success @Source Multiplier

Role Description

We're hiring a Senior Director of Customer Success to own the entire post-sale organization: a team of 12 CSMs across two segments — General Contractors and Specialty Contractors — a growing management layer, and Customer Support.

• Accountable for gross and net revenue retention across the customer base.
• Report directly to the CRO.
• Inherit a healthy, high-performing team with strong operating frameworks, documented processes, and an established forecasting discipline.
• Take full ownership, develop the management bench, and scale the organization ahead of the company's growth.

What You'll Own

• Retention outcomes: Full accountability for GRR and NRR across enterprise, mid-market, and SMB customers, including the forecasting cadence and retention planning that drive them.
• The team: 12 CSMs, 1 CS Manager, and 2 Support Agents. Coach managers, develop career paths, and complete open hiring on the management layer.
• Enterprise relationships: Direct ownership of executive relationships with the company's largest customers.
• Operating rigor: Weekly and monthly operating cadences, including portfolio reviews, call coaching, QBRs, and onboarding execution, enforced consistently across segments.
• Cross-functional leadership: The face of Customer Success with Sales on handoffs and account planning, Product on escalations and feature input, and Finance on renewals and forecasting.
• Efficiency and AI adoption: Evolving coverage models, tooling, and AI-assisted workflows so revenue under management grows faster than headcount.

Qualifications

• 8+ years in Customer Success, including 4+ years leading CS teams at B2B SaaS companies.
• Experience managing managers and running a multi-segment CS organization.
• Direct ownership of a retention number at a company between $10M–$50M ARR.
• A track record of building repeatable processes, including operating cadences, forecast discipline, onboarding, and QBR programs.
• Executive presence — ability to coach a call review in the morning and present retention strategy to the board in the afternoon.
• A high-ownership mindset: the number is yours from day one.

Nice to Have

• Construction industry or vertical SaaS experience.
• Strong Customer Success leadership, as the existing CSM team brings deep domain expertise.

Why This Role

• Own a complete function.
• Inherit strength, not a turnaround — strong team, strong process, strong retention.
• Real scope: retention is the engine of the business at this stage, and you'll run it.
• A company culture built on the values: Be Curious, Keep It Simple, Customer Obsession.