Director of Customer Success, 8am

$150-180k

The salary range for performing this role outside of the US / Austin / California may differ. + annual bonuses and equity options

Expert level

Austin

Professional business platform for client-focused professionals

Open for applications

Professional business platform for client-focused professionals

501-1000 employees

FintechB2BInternal toolsPayments

Open for applications

$150-180k

The salary range for performing this role outside of the US / Austin / California may differ. + annual bonuses and equity options

Expert level

Austin

501-1000 employees

FintechB2BInternal toolsPayments

Company mission

To empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business.

Job

Company

Role

Who you are

7–10+ years of leadership experience in Customer Success or post-sales roles within B2B SaaS
Demonstrated success managing Enterprise customers with complex technical or organizational needs
Strong track record driving GRR, NRR, and expansion growth
Experience overseeing multiple functions (CSMs, Solution Consultants, Program Managers)
Strong commercial and financial acumen
Deep understanding of customer value realization and SaaS customer lifecycle best practices
Experience building and operationalizing CS methodologies, playbooks, and processes
Excellent communication skills, including executive-level facilitation and negotiation
Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation

What the job involves

8am is scaling rapidly, and customer value is at the core of our growth engine. The Director of Customer Success will lead our Enterprise customer segment, oversee the Solution Consulting function, and own the delivery of outcomes that drive GRR, NRR, customer adoption, and value realization
The Director of Customer Success will be accountable for the performance, development, and effectiveness of the Customer Success team while ensuring a consistent, measurable delivery of value across the customer lifecycle. This role requires a seasoned Customer Success leader with strong commercial acumen and a proven track record of reducing churn, expanding accounts, and building scalable, best-in-class CS programs
This is a key leadership role that shapes our customer strategy, influences cross-functional priorities, and ensures 8am delivers an exceptional, high-impact customer experience
Lead and develop high-performing CS, Solution Consulting, and Program Management teams while setting KPIs and fostering a culture of accountability and customer advocacy
Oversee the full Enterprise customer journey, maintaining scalable playbooks, processes, and cross-functional alignment with RevOps, Product, Engineering, and Sales
Serve as the senior escalation point for strategic accounts and ensure smooth handoffs from pre-sales through implementation
Direct Solution Consulting across technical evaluations, value-based demos, and standardized customer workshops
Build and execute scalable CS programs (adoption acceleration, EBRs, risk mitigation, training, VOC) with clear KPIs and continuous iteration
Drive a data-informed CS organization through reporting on retention, customer health, adoption trends, and predictive forecasting

Our take

Many professionals find their time taken up by administrative tasks and operational processes, leaving them fewer hours to focus on the work they love. 8am (formerly AffiniPay) supplies finance, payments and management software to make these processes swifter and easier, saving users precious time.

The company has a wide range of products including payments and reporting for accountants, legal case management software, and operations assistance for nonprofits. This broad scope allows 8am to serve a myriad of professionals across legal, accounting, construction, design and association.

The company has seen significant investment which has allowed it to grow, innovate and extend its suite of solutions. Its rebrand to 8am followed a series of acquisitions through which it expanded its scope - with the various products now delivered under one unified brand.

Steph

Company Specialist at Welcome to the Jungle

Company

Company benefits

Wide range of affordable, company-supported medical, dental, vision, and disability plans
Reimbursements for whatever helps you bring the WOW, whether that’s health and wellness or learning
Mental health support and an Employee Assistance Program
Access to cutting-edge conferences, professional manager coaching and ongoing professional development
Bonuses and unit options as part of our total rewards packages
Team meetings, company-wide all-hands, and offsite events
Office, remote & hybrid work options

Company HQ

Davenport Ranch West, Austin, TX

Leadership

Dru Armstrong

(CEO)

Advisor for Women@Austin and Board Member at YPO. Former CEO of Grace Hill, and co-founded and was CEO at Lily Pod.

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