Director of Customer Success at Compyl · LumiJobs

Responsibilities

We're looking for a Director of Customer Success to build and lead the next evolution of Customer Success at Compyl. This is a foundational, high-ownership role with the opportunity to design the processes, playbooks, metrics, and team that will turn CS into a scalable, revenue-driving function. You'll build a repeatable expansion motion that helps grow NRR and customer lifetime value.
We're looking for a true zero-to-one builder, someone comfortable with ambiguity who can move seamlessly between designing the strategy, digging into customer data, joining an executive escalation, and running a renewal conversation.
Build the Customer Success function from scratch: define the strategy, structure, and operating model that will scale with the business.
Own customer retention and growth, improve GRR by strengthening adoption, proactively managing risk, and reducing churn, while building a disciplined expansion motion that drives NRR and customer lifetime value.
Design and implement customer segmentation, health scoring, and a proactive engagement model to replace today's reactive, ad hoc approach.
Establish onboarding, adoption, and renewal playbooks that create a consistent, scalable customer experience.
Personally manage a portfolio of strategic accounts in the early stages, serving as a trusted advisor and escalation point.
Select and implement CS tooling (e.g., a customer success platform) to bring visibility and rigor to account health and forecasting.
Partner closely with Sales on account handoffs, expansion opportunities, and renewal forecasting; partner with Product on feedback loops and roadmap input.
Define and report on core CS metrics (GRR, NRR, churn, customer sentiment and advocacy, expansion revenue) to executive leadership, shaping the right measurement framework as the function matures.
Hire, build, and lead a Customer Success team as the function matures and scales.
Represent the voice of the customer internally, influencing product, marketing, and company strategy.

Director of Customer Success

Responsibilities

Qualification

Required

Benefits

Company

Compyl

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