Sr. Director, Customer Success at CodeSignal in San Francisco, CA

The Role

CodeSignal is seeking a seasoned Customer Success leader to own the post-sale customer journey end-to-end, from onboarding and adoption through renewal and expansion. This is a senior leadership role that sits at the intersection of revenue growth and customer outcomes, partnering closely with Sales, Product, and the broader Go-to-Market organization under the CRO. The right leader will bring a data-driven, scalable approach to CS, with a track record of building and motivating high-performing teams at a SaaS company in high-growth mode.

We are open to candidates across experience and skill levels. The scope and seniority of this role will be tailored to reflect the right fit and the exact title will be adjusted accordingly (Director to Vice President).

What You'll Own

Customer Outcomes & Retention

• Own net revenue retention (NRR) and gross revenue retention (GRR) as primary success metrics across the customer base.
• Build a proactive, outcome-driven CS motion that ties customer health to measurable business results — not just activity.
• Establish and operationalize customer health scoring, early warning systems, and intervention playbooks to reduce churn and drive expansion.

Revenue Growth & Expansion

• Partner with Sales on the renewal and expansion pipeline, driving upsell and cross-sell motions through CSMs who understand customer value deeply.
• Define and execute a land-and-expand strategy across mid-market and enterprise segments.
• Build tight alignment with the Sales team on handoff, coverage models, and shared revenue accountability.

Team Leadership & Culture

• Lead, develop, and scale a team of CSMs and Support professionals across multiple customer segments.
• Hire and retain top talent; build a culture of accountability, customer empathy, and continuous improvement.
• Coach front-line managers and individual contributors to grow in their roles and deliver consistent results.

Strategy & Cross-Functional Partnership

• Serve as the voice of the customer internally — translating customer feedback into Product roadmap input, GTM strategy, and executive decision-making.
• Partner with the CRO and GTM leadership to define CS's role in CodeSignal's broader revenue architecture.
• Work cross-functionally with Product, Engineering, Marketing, and Finance to align on customer lifecycle strategy and investment priorities.
• Define and refine the CS operating model, including segmentation, coverage ratios, tooling, and team structure.

Global Support

• Oversee the Global Support function, ensuring customers receive timely, high-quality technical support.
• Drive continuous improvement in support operations, including SLA performance, tooling, and self-serve resources.

What We're Looking For

Required

• 7+ years in Customer Success, with at least 4–5 years in a senior leadership role (VP or above) at a B2B SaaS company.
• Demonstrated ownership of NRR/GRR targets with a track record of improving both retention and expansion revenue.
• Experience leading and scaling CS teams across mid-market and enterprise segments.
• Strong analytical mindset — you use data to identify trends, build business cases, and hold teams accountable to outcomes.
• Skilled at cross-functional collaboration, particularly with Sales, Product, and GTM leadership.
• Excellent executive communication and presence; comfortable influencing at the C-suite level internally and externally.
• Proven ability to build scalable CS systems: health scoring, playbooks, onboarding programs, QBR frameworks, and more.
• Executive presence and business acumen to credibly engage at the C-suite level — both internally with CodeSignal's leadership team and externally with senior stakeholders at customer organizations; ability to command a room, navigate complex conversations, and represent the CS function with polish and authority.

Nice to Have

• Background in engineering, computer science, or a technical discipline — or experience selling/servicing technical buyers.
• Experience at a company serving HR, talent acquisition, or engineering/developer tooling verticals.
• Prior experience building or scaling a CS function from an early or mid-stage position through a period of rapid growth.
• Familiarity with Gainsight, Salesforce, or similar CS/CRM tooling at scale.