[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Route is a leading post-purchase platform for modern ecommerce, focused on enhancing the customer experience after checkout. As the Director of Customer Success, you will lead the team responsible for ensuring merchants maximize their value from Route's services, defining strategies and processes that drive customer retention and business growth.

Responsibilities

• Define and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with Route
• Lead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsession
• Own key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio health
• Build and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needs
• Partner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-making
• Serve as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and Operations
• Collaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunities
• Represent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategy

Skills

• 7+ years of experience in Customer Success, Account Management, or a related post-sale function, including 3+ years leading and developing high-performing teams
• Experience building, scaling, or transforming Customer Success programs in a high-growth SaaS, fintech, e-commerce, or technology environment
• Demonstrated success driving customer retention, expansion, and long-term customer value across a complex portfolio
• Experience leading teams responsible for renewals, growth opportunities, or broader commercial outcomes
• Strong understanding of customer success metrics, including retention, net revenue retention, expansion, and customer health
• Proven ability to design and improve scalable processes, playbooks, and operational frameworks that drive consistency and results
• A track record of developing talent, coaching future leaders, and building high-performing teams
• Strong executive presence with the ability to influence stakeholders and build trusted relationships across all levels of an organization
• Highly collaborative, with experience partnering across Sales, Product, Operations, and other cross-functional teams to achieve shared goals
• Data-driven and analytical, with the ability to translate insights into action and make informed decisions that improve customer and business outcomes

Benefits

• Pay 95% - 100% of your health insurance premiums for you and your family
• Remote or hybrid work arrangements
• Unlimited PTO
• 401k matching
• Formalized growth opportunities
• Learning & development
• DEI programs & events
• All Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreement
• Some roles may also be eligible for overtime pay

Company Overview