Note: The job is a remote job and is open to candidates in USA. Arkham Talent is seeking a Customer Success Director for their client in the Project Management SaaS space. The role involves designing and leading a Customer Success function, influencing customer relationships, and building a team while driving metrics like NRR and churn.
Responsibilities
- Run CS today while architecting what CS looks like a year from now
- Be the person who actually gets to decide how the function should work, not just execute someone else's plan
- Build the philosophy that CS drives revenue, not just retention, and prove it
- Have real influence with customers, your team, and the exec table
- Create the playbook from scratch, your fingerprints on how this org runs for years
- NRR and churn are yours to move, and you'll have the room to actually move them
- Build the early-warning systems that get ahead of problems before they're problems
- Step in on the hard accounts and turn them around
- Level up your CSMs from account managers into genuine value drivers
- Shrink time-to-value and watch the ripple effects hit retention
- Full ownership of the AI and automation roadmap, this is a build-your-own-stack opportunity
- Kill the busywork so your team spends time where it actually counts
- Design health scoring, renewal signals, and expansion insights from scratch
- Free up human judgment for the moments that need it most
- Map the entire journey and rebuild it around what actually works
- Make scale feel personal instead of robotic
- Remove the friction nobody's had the mandate to fix until now
- Coach and develop CSMs into the next generation of CS talent
- Redefine what great looks like as the tools and workflows evolve
- Build a culture where people want to experiment and get better, not just survive the quarter
- Lead people through real change and bring them with you
- Shape product and revenue strategy with what you're hearing on the ground
- Build real partnerships with Product and Revenue, not just a seat at the table
- Make the case for change with evidence people can't argue with
Skills
- 7+ years in Customer Success, SaaS or tech, ready for a bigger canvas
- Real experience leading and growing a team
- A track record of moving retention, expansion, or efficiency numbers, and receipts to prove it
- Experience tearing down and rebuilding workflows, bonus points for automation or AI
- Fluency in CS metrics, health scoring, lifecycle management
- Comfort in CS platforms, CRM, and analytics tools
- A history of partnering closely with Product and Revenue in growth-stage companies
Company Overview