Director of Customer Success

The Director of Customer Success plays a critical leadership role in shaping how we support, grow, and retain our customers across the full lifecycle—from trial to conversion, activation, retention, and advocacy. This leader will be responsible for architecting and executing cross-functional customer success strategies that improve outcomes for both our users and the business. They will oversee a high-performing team, collaborate with product, customer support and marketing, to drive innovation in how we engage small businesses at scale.

What you’ll do & how you’ll make your mark.

Strategy & Execution:

• Design and lead comprehensive customer success programs that increase product adoption, customer retention, and lifetime value.

• Translate insights from behavioral data, customer feedback, and journey mapping into targeted initiatives that improve onboarding, success, and upsell performance.

• Partner with Product to shape the roadmap based on customer needs, recurring friction points, and usage analytics.

• Collaborate with Sales and Marketing to ensure smooth handoffs, align on upsell/cross-sell plays, and maximize retention through the renewal cycle.

• Serve as the voice of the customer across the company—ensuring their needs are represented in strategic planning and operational decisions.

• Explore and implement AI-powered solutions that drive scalable customer success outcomes—including, proactive outreach, self-service enablement, and customer health scoring.

Performance & Measurement:

• Establish and track success KPIs, such as activation milestones, renewal rate, and customer success.

• Drive operational excellence by building scalable processes, playbooks, and systems that enhance the customer experience while improving internal efficiency.

• Deliver monthly business reviews and reporting to executive leadership with clear attribution to revenue, churn prevention, and customer outcomes.

Who you are & what you’ll need to succeed.

• 10+ years of experience in Customer Success, Retention, or Customer Experience roles, with at least 5+ years leading multi-functional teams in a digital-first environment.

• Proven success operating in B2C, B2SB (small business), with a heavy emphasis on product adoption and customer lifetime value.

• Familiarity with customer lifecycle management across subscription-based SaaS or hosting products.

• Data-driven mindset: comfortable using insights to prioritize work and demonstrate ROI on CS investments.

• Adept at building and scaling feedback loops between customer-facing teams and Product/Engineering orgs.

• Prior exposure to AI or automation in customer support/success environments is a plus.

• Clear communicator, inspirational leader, and strong collaborator across functions.

Why you’ll love us.

• We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid or work-from-the-office environment.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.

• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.

• We care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, Pet Insurance, Generous vacation policy, and much more!

• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

The target compensation range for this position is $120,000 to $170,000 annually. Individual salaries are determined by various factors including, but not limited to: candidate’s qualifications, such as skills, education, and experience, as well as internal equity and market conditions.