Senior Director of Customer Success

Summary

Join Smartcar as the Senior Director of Customer Success and lead two key teams—Account Management and Solutions Architecture—to drive customer retention, satisfaction, and growth. You will report to the CRO and play a critical role in exceeding customer expectations and achieving company objectives. This remote role within the United States requires a dynamic leader who can balance strategic vision with operational execution while fostering a customer-centric culture. You will manage and mentor teams, establish KPIs, develop strategies, collaborate cross-functionally, and guide executive-level negotiations. The position offers a competitive compensation and benefits package, including a base salary, OTE, equity, remote work, comprehensive health insurance, 401k matching, unlimited PTO, and various stipends.

Requirements

• Proven track record (10+ years) in Customer Success, Account Management, or related roles within a SaaS environment; experience in leadership roles is essential
• Demonstrated success in managing cross-functional teams, including quota-carrying Account Managers, and Solutions Architects
• Strong analytical and problem-solving skills, with experience using customer success metrics to inform decision-making
• Exceptional communication and interpersonal skills, with a talent for building trust and credibility with customers and internal stakeholders
• Strategic thinker with the ability to execute operational plans in a fast-paced startup environment
• Familiarity with customer success tools and methodologies

Responsibilities

• Manage and mentor the Account Management (quota-carrying) and Solutions Architecture teams, ensuring they deliver exceptional customer experiences
• Establish clear KPIs and goals for each department to ensure accountability and high performance
• Build and nurture a high-performing, customer-first culture across all teams
• Develop and execute strategies to drive customer retention, minimize churn, and achieve company revenue targets
• Collaborate with cross-functional teams (e.g., Product, Sales, and Marketing) to identify and address customer needs, ensuring ongoing alignment with business goals
• Join forces with Sales to create a strong GTM plan for customers, enabling them to hit the ground running through the onboarding and implementation process
• Partner with the Account Management team to create expansion opportunities and grow key accounts
• Craft playbooks and process based on customer segment (enterprise, mid-market) and category (energy, insurance, road usage charge, ride sharing, etc)
• Guide executive level negotiations to achieve key outcomes with top customers
• Champion the voice of the customer within the organization to influence product development and operational improvements
• Set and maintain a high bar for customer satisfaction metrics (e.g., CSAT, NPS)
• Drive initiatives to proactively identify and resolve customer challenges
• Define and refine rigorous processes, tools, and systems to optimize team efficiency and scalability
• Develop playbooks and frameworks to ensure consistent and impactful customer interactions
• Monitor and analyze performance metrics, providing regular reporting to executive leadership
• Contribute to overall company strategy as a key member of the leadership team
• Anticipate customer needs, market trends, and competitive dynamics to drive long-term customer success strategies
• Manage departmental budgets, ensuring resource allocation aligns with strategic goals

Benefits

• Base salary determined by years of experience: $160,000 - $190,000
• OTE: $229,000 - $270,000 OTE (70/30 split)
• Equity
• Remote work within the United States
• Health, Dental and Vision covered at 90% for all plans and 80% coverage for dependents, which amounts to approximately 11 thousand dollars a year
• 401K matching at 4%
• Unlimited PTO
• Wellness stipend of $50 a month
• Cell phone and Internet stipend of $50 a month
• $300 yearly learning and development stipend
• $350 work-from-home stipend
• 8 weeks of 100% paid parental leave with an additional 4 weeks unpaid, 1-week half day ramp back time and a 5 week Factor subscription
• 10 days of paid bereavement leave