Director of Customer Success — SaaS (Remote, US-Based)

We are a SaaS company that serves wedding planners. We've been in business for roughly 13 years, and we are poised for a new and exciting phase of growth. We are looking for a positive, driven, hardworking, SaaS-experienced person to serve as our Director of Customer Success. This is an opportunity to grow in a vitally important role at a rising, heart-led company. Our product is fantastic and beloved by our customers once they are properly onboarded. We now want to make a serious investment in customer success to improve our customer activations and retention. When wedding planners see a demo of our platform (e.g. on a 1-on-1 demo or at our trade show booth demo), they fall in love. But we have a number of customers who start a free trial, then sign up for a monthly subscription without ever feeling the magic of all the powerful benefits and features of our software. We want one exceptional person to own customer success and to turn this around. You will work virtually in this role, with a kind, talented team that is sincerely committed to serving our wonderful customers. NOTE: This position will offer flexibility because it's remote. But you will be expected to work hard for 40 hours per week and be a self starter. We want you to be invested and in the trenches with us, growing this company. We will train you thoroughly on our software and teach you all you need to know to help our customers. From there, you will collaborate directly with our CEO to craft the systems and workflows to optimize our customer activations and retention. And you will work diligently to do all you can to assure that our customers become (and stay) raving fans of our platform. This is not a script-reading support role. You'll own customer activation and retention end to end. More specifically, you will: - Work in Intercom to answer all customer inquiries in a timely manner - Call new customers within minutes of them signing up and get them oriented, excited, and into the product - Run live demos, screen-share walkthroughs, webinars that get planners to their first real result fast - Drive structured day-3, day-15, and day-30 check-ins so no new customer slips through the cracks - Spot at-risk accounts early and save them - Build the onboarding playbook as you go — you'll have a founder who hands you the vision, the systems, and full support - Continue to optimize our AI customer support bot (Fin, provided by Intercom) - Help our team improve the customer onboarding process in general, including owning the First-Time User Experience - Create (with our CEO) KPIs to measure your performance, and update those KPIs You'll own one outcome above all: retaining our customers. Your day-to-day focus will be getting new customers active and thriving fast — because the planners who reach real value in their first 90 days are the ones who stay. You're a strong fit if you: - Are US-based and genuinely love being on the phone — it energizes you, it doesn't drain you - Love helping people and are tech savvy - Have run customer success, onboarding, or inside sales at a SaaS or service business - Are warm, organized, and unflappable — the kind of person a customer trusts within five minutes - Are comfortable owning a metric and being held to it - Major Bonus: If you are deeply experienced with Intercom (this is the platform for our customer support) - Bonus: any background in weddings, events, or hospitality — our customers are wedding planners, and speaking their language is gold How we work: This is a long-term, ongoing role with a founder who moves fast and invests in his people. Compensation is a base plus a performance bonus tied to retention. We'll train you deeply on the product and on the customer. ALSO: Our company is currently launching a sister software product in a large new market. Initially, your work will be focused on our wedding planner business. But you will likely have the opportunity to grow into a broader role of also serving corporate event planners in the future.