Senior Director of Customer Success, CodeSignal

• 7+ years in Customer Success, with at least 4–5 years in a senior leadership role (VP or above) at a B2B SaaS company
• Demonstrated ownership of NRR/GRR targets with a track record of improving both retention and expansion revenue
• Experience leading and scaling CS teams across mid-market and enterprise segments
• Strong analytical mindset — you use data to identify trends, build business cases, and hold teams accountable to outcomes
• Skilled at cross-functional collaboration, particularly with Sales, Product, and GTM leadership
• Excellent executive communication and presence; comfortable influencing at the C-suite level internally and externally
• Proven ability to build scalable CS systems: health scoring, playbooks, onboarding programs, QBR frameworks, and more
• Executive presence and business acumen to credibly engage at the C-suite level — both internally with CodeSignal's leadership team and externally with senior stakeholders at customer organizations; ability to command a room, navigate complex conversations, and represent the CS function with polish and authority

Desirable

• CodeSignal is seeking a seasoned Customer Success leader to own the post-sale customer journey end-to-end, from onboarding and adoption through renewal and expansion
• This is a senior leadership role that sits at the intersection of revenue growth and customer outcomes, partnering closely with Sales, Product, and the broader Go-to-Market organization under the CRO
• The right leader will bring a data-driven, scalable approach to CS, with a track record of building and motivating high-performing teams at a SaaS company in high-growth mode
• We are open to candidates across experience and skill levels
• The scope and seniority of this role will be tailored to reflect the right fit and the exact title will be adjusted accordingly (Director to Vice President)
• Own net revenue retention (NRR) and gross revenue retention (GRR) as primary success metrics across the customer base
• Build a proactive, outcome-driven CS motion that ties customer health to measurable business results — not just activity
• Establish and operationalize customer health scoring, early warning systems, and intervention playbooks to reduce churn and drive expansion
• Partner with Sales on the renewal and expansion pipeline, driving upsell and cross-sell motions through CSMs who understand customer value deeply
• Define and execute a land-and-expand strategy across mid-market and enterprise segments
• Build tight alignment with the Sales team on handoff, coverage models, and shared revenue accountability
• Lead, develop, and scale a team of CSMs and Support professionals across multiple customer segments
• Hire and retain top talent; build a culture of accountability, customer empathy, and continuous improvement
• Coach front-line managers and individual contributors to grow in their roles and deliver consistent results
• Serve as the voice of the customer internally — translating customer feedback into Product roadmap input, GTM strategy, and executive decision-making
• Partner with the CRO and GTM leadership to define CS's role in CodeSignal's broader revenue architecture
• Work cross-functionally with Product, Engineering, Marketing, and Finance to align on customer lifecycle strategy and investment priorities
• Define and refine the CS operating model, including segmentation, coverage ratios, tooling, and team structure
• Oversee the Global Support function, ensuring customers receive timely, high-quality technical support
• Drive continuous improvement in support operations, including SLA performance, tooling, and self-serve resources