Director, Customer Success

Irvine, California · Remotefull timeRemote

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senior

$180k–$220k

H1B: no

Compa Director of Customer Success at Compa leads the team supporting enterprise customers to get value from the compensation data platform. The role involves designing customer success strategy, leveraging AI and automation, and managing key enterprise relationships.

Responsibilities

As Director of Customer Success, you’ll build and lead the team that helps Compa’s enterprise customers get lasting value from our platform. You’ll set the strategy for how we support, retain, and grow some of the world’s largest companies, using data, AI, and automation to deliver a high-touch experience at scale. You’ll work closely with Sales, Onboarding, Product, and our compensation experts. You will report to the Chief Revenue Officer (CRO).
Design the CS operating mode: customer segmentation, coverage model, roles, and the handoffs between Sales, Onboarding, and CS
Own the net revenue retention, gross retention, adoption, and expansion outcomes, and report on them to executive leadership
Define how we measure efficiency (e.g., ARR per CSM, accounts per CSM, cost to serve) and set targets for improving it as we grow
Build relationships with senior leaders at key enterprise and Fortune 500 accounts
AI and automation
Design an AI first CS motion: automate routine work like health scoring, renewal prep, QBR prep, and customer communications, so CSMs spend their time on high-value strategic engagement
Select, implement, and own our CS tooling stack, and build or commission the workflows and agents that surface risk and opportunity early
Make “can this be automated or AI-assisted first?” the default question before any new hire request
Hire, coach, and develop CSMs, and set the standard for what great looks like at Compa
Stay hands-on: act as a player-coach on escalations and key executive relationships, especially in the early stages
Customers and cross-functional partnership

Qualification

Experience hiringExperience in a startup environmentExperience with compensation

Required

6+ years of experience in customer success, including 3+ years in a management role
Experience in a SaaS or AI technology company
Experience working with enterprise and Fortune 500 customers
Experience using AI and automation to drive efficiency and improve customer success outcomes
Experience hiring, developing, and scaling a customer success team
Experience handling customer escalations
Experience building and implementing customer success playbooks
A data-informed approach to decision-making
Experience in a startup environment
Experience with compensation, HR tech, or data-driven products
Hands-on experience with customer success platforms and AI-enabled CS tooling
Compa offers a competitive and comprehensive benefits package including medical, dental, vision, PTO and parental leave, equity, company offsites, continuous education, commuter benefits and a flexible work environment.

Benefits

Dental
Vision
PTO
Equity/RSU
Parental Leave
Flexible Work

Company

Compa

View company page

Source: ashby

Active within the past hour

Remote-friendly

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Customer SuccessAIAutomationSaaSData analysisPlaybook development

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