Why This Role Matters

Retention is how a subscription business compounds. As we scale toward $100M in ARR, the Client Success organization is at an inflection point: we have a large and growing base of clients, a talented CSM team, and a real opportunity to turn great client outcomes into durable, expanding revenue.

We're looking for a Director of Client Success to lead our CSM organization in Austin. You will lead a team of CSM managers and their CSMs, own the gross and net retention numbers, and build the operating model that lets us keep clients successful at scale. This is a builder's seat. You'll shape how the team is structured, how we score client health, how we run renewals and expansion, and how we coach a team to a consistently high bar.

You must be AI-forward. We expect our leaders to use AI and automation to extend team capacity, deepen client coverage, and make sharper decisions from data.

What You'll Own

Retention and Expansion

• Own gross revenue retention and net revenue retention for the CSM book

• Build and run the renewal and at-risk motions that protect recurring revenue

• Partner with the team to grow upsell and expansion revenue across the base

• Own a reliable retention and expansion forecast leadership can trust

Team Leadership

• Lead, hire, and develop a team of CSM managers and their CSMs

• Set clear targets and a coaching cadence so every rep knows the bar and how they're tracking

• Manage performance directly, developing top performers and moving strugglers into better standing or out of the role

• Build a high-ownership, low-ego culture that clients and teammates want to work with

Operating Model and Systems

• Establish segmented coverage so the right clients get the right level of attention

• Build a client health scoring model and the playbooks that act on it

• Shape the QBR and business-review motion for high-value accounts

• Use AI and automation to scale coverage and free the team to focus on the highest-impact work

Cross-Functional Leadership

• Partner with Sales, Onboarding, Support, and Product to drive outcomes CS doesn't fully control

• Represent the voice of the client inside the company and turn client signal into action

What We're Looking For

Experience

• 8+ years in Client Success or account management, with at least 3 years leading leaders (managing managers)

• Proven track record owning and hitting gross and net retention or renewal and expansion targets

• Experience scaling a CS team in a high-growth SaaS or subscription business

• Built operating infrastructure before: health scoring, segmentation, playbooks, forecasting

Leadership and Mindset

• Deeply execution-oriented with a strong sense of ownership over the number and the team

• Hires and coaches well, and is willing to have hard performance conversations

• Comfortable operating in complexity and ambiguity, and building where structure doesn't yet exist

• Data-driven, and AI-forward in how you scale a team

Nice to Have

• Experience in proptech, real estate technology, or serving SMB and entrepreneur clients

Compensation

• Base salary: $160,000 - $190,000

• Annual performance bonus

• Equity

• Comprehensive benefits

This is a hybrid role based in Austin, TX, with several days per week in our Austin office.