Director of Customer Success

meez is looking for a strategic, metrics-driven Director of Customer Success to lead and scale our Implementation, Onboarding, Support, and Success teams. You’ll own the full customer journey - from post-sale through renewal and advocacy - ensuring our SMB and mid-market customers adopt meez deeply, realize measurable ROI, and grow with us for the long term.

What you’ll do

• Own the full customer lifecycle from post-sale → implementation → onboarding → adoption → engagement → retention → renewal → referral/advocacy.
  
• Ensure every customer realizes clear ROI from Meez, with success milestones tied to their business goals.
  
• Drive consistent, high-quality experience across all touchpoints — onboarding, training, support, success reviews, escalations, and renewals.
• Lead and develop the Customer Success, Support, and Implementation teams, instilling a culture of accountability, clarity, and execution.
  
• Ensure each CSM owns a clearly defined book of business with measurable KPIs for onboarding timeliness, adoption milestones, retention, and customer satisfaction.
  
• Build repeatable playbooks, workflows, and SLAs for onboarding, QBRs, renewals, support tickets, and escalations.
• Develop and maintain dashboards tracking:
  
  • Logo Retention & Net Dollar Retention
    
  • Churn and contraction forecasting (with high accuracy)
    
  • Onboarding completion rates and time-to-value
    
  • Adoption & engagement (usage, depth, frequency)
    
  • NPS, CSAT, and ROI delivered
    
  • Referrals and expansion opportunities identified
    
• Present proactive churn forecasts, health scores, and risk assessments to leadership with accuracy, along with actionable plans, every week.
• Oversee Support performance with fast, empathetic resolution and clear SLAs.
  
• Ensure implementations are efficient, on-budget, and outcome-oriented, with ROI defined upfront and achieved quickly.
  
• Establish escalation protocols for high-priority accounts with rapid mobilization of resources when needed.
  Partner with New Business Sales for clean handoffs from deal close to onboarding.
  
• Identify upsell and expansion opportunities, and partner with Account Managers to ensure successful handoff.
  
• Partner with Marketing to convert customer outcomes into case studies, referrals, and advocacy programs.
  
• Partner with Product to feed structured, prioritized customer insights into roadmap planning.
  
• Work with Finance and Operations to ensure customer metrics are tightly integrated into company reporting.
• Actively embrace and deploy AI tools and automation to simplify workflows, scale customer engagement, and maximize team leverage.
  
• Champion the use of AI for support triage, onboarding workflows, success playbooks, customer health monitoring, and reporting.
• Build a culture of AI adoption across the team, ensuring automation is used to create efficiency, accuracy, and scalability in every process

What we’re looking for

• 7–10+ years in Customer Success leadership, with proven results owning retention at scale.
  
• Track record of building CSM accountability models with defined books of business and measurable outcomes.
  
• Strong operator: able to design dashboards, forecast churn, and scale systems effectively.
  
• Demonstrated ability to integrate AI and automation into customer-facing workflows for efficiency and leverage.
  
• Experience leading Support and Implementation teams with strong SLA performance.
  
• Data-driven mindset with deep experience in success analytics.
  
• Excellent cross-functional collaborator with Sales, Marketing, Product, and Finance.
• Natural coach and leader who balances culture and accountability to create an environment where customers and team members thrive.
  

Join us at meez and help us deliver clarity, ROI, and advocacy for every customer.