Director of Customer Success

Red Oak ISD

. Own the Customer Success motion across Red Oak and MirrorWeb's combined customer base .

Posted 11/11/2026full-timeAustin • Texas • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in building and operationalizing a proactive Customer Success motion, focusing on engagement standards, risk management, and measurable customer outcomes. Proven ability to lead and develop a Customer Success team while driving adoption and retention in a SaaS or regulated environment.

Highest-signal resume keywords

Customer Success LeadershipGross Retention ManagementCS Operating Model DesignAI Fluency in Customer SuccessCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementPerformance ManagementEngagement StandardsHealth ScoringSegmentationReportingRisk ManagementOnboardingAdoption StrategiesRetention Strategies

Soft Skills

Clear CommunicationCoachingExpectation SettingAccountabilityProactive Problem Solving

Tools & Technologies

GongSalesforceNooks

Industry Keywords

SaaSComplianceRegulated EnvironmentCustomer OutcomesCustomer Engagement

About the role

Key responsibilities & impact

Own the Customer Success motion across Red Oak and MirrorWeb's combined customer base
Build and operationalize a proactive Customer Success motion with standards for engagement, success planning, risk management, and customer outcomes
Hire, develop, and lead a growing CSM team through expectations, coaching rhythms, performance management, and accountability
Drive adoption across the combined product suite and ensure customers realize measurable value
Identify whitespace and expansion opportunities within the Customer Success book of business and partner with Account Management on handoff
Own decisions regarding the Customer Success operating model, team structure, segmentation, and engagement standards
Build a scalable, data-driven Customer Success operating model with health indicators, segmentation, and reporting
Define and drive AI adoption across Customer Success using Gong, Salesforce, and Nooks to surface risk signals, automate account preparation and follow-up, and prioritize CSM time
Partner with Product, Support, Implementation, and Revenue Operations to ensure predictable onboarding, adoption, and renewals
Drive gross retention consistently above target and identify customer risk ahead of renewal

Requirements

What you’ll need

Experience leading a Customer Success team through a period of active growth or scale, ideally in a SaaS or compliance/regulated environment
A track record of owning gross retention as a core, accountable metric
Experience designing or evolving a CS operating model: segmentation, health scoring, engagement standards, and reporting
Hands-on people leadership: hiring, coaching, and performance management of a CSM team
Comfort operating cross-functionally with Sales, Account Management, Product, and Revenue Operations
AI fluency in your CS workflow, using tools like Gong, Salesforce, and Nooks to surface risk, automate account prep, and drive team productivity
Clear, direct communication style, comfortable setting expectations and holding a team accountable
A bias toward proactively building and defining the function as the organization scales

Benefits

Comp & perks

Equity units via EOP (Employee Ownership Plan): share in what we're building
Comprehensive health coverage: medical, dental, and vision
401(k) with a 3% company contribution
20 days PTO annually, plus your birthday off and paid sick leave
Enhanced family leave
Life insurance
Direct access to Product, Sales, and Revenue Operations leadership
Latitude to build the Customer Success function