Director, Customer Success

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Full-Time
Remote

Job Description:

1 big thing: Axios HQ is looking for a Director of Customer Success to lead a team of Account Manaers and Customer Success Mangers. Learn about Axios HQ:

Why it matters: The Director of Customer Success will lead a team of Account Managers and Customer Success Managers, owning Net Dollar Retention and Activation outcomes across the customer lifecycle. This role will design and execute strategies that drive adoption, accelerate time-to-value, and ensure customers achieve their desired outcomes.

Go deeper: Ideal candidates will embody an entrepreneurial spirit and a passion for growing and scaling teams and processes efficiently in a hyper-growth minded startup environment. In this role, you will:

Lead, coach, and develop a high-performing team of AMs and CSMs across segments (e.g., Scaled, SMB, Mid-Market, Enterprise, Strategic).
Own performance against Net Dollar Retention, including renewals, expansion, churn mitigation, and downgrade prevention.
Design and implement automated, scalable CS processes across lifecycle stages (onboarding, adoption, renewals, health monitoring).
Own CS tooling strategy in partnership with RevOps (CRM hygiene, CS platform workflows, alerts, playbooks, dashboards).
Create high-leverage programs (e.g., tech-touch journeys, lifecycle campaigns, automated QBR packs, standardized risk playbooks).
Build and deliver scalable Customer Success enablement resources that equip AMs and CSMs with clear playbooks, tools, and training to drive consistent customer outcomes.
Design capacity planning and coverage models to ensure the right support at the right time in the customer lifecycle.

The details: Ideal candidates will embody an entrepreneurial spirit and passion for Axios HQ’s mission and values - raise the bar, stay curious, be inclusive, always, and champion each other - and have the following skills/experience:

7–9+ years in Customer Success / Account Management in B2B SaaS, with 3–5+ years leading managers and/or scaled CS teams.
Successful track record of achieving / exceeding NDR and Activation/adoption outcomes (not just satisfaction).
Demonstrated ability to build scalable processes and automate workflows across tools (CRM + CS platform + analytics).
Strong cross-functional leadership with Product, Sales, RevOps, Marketing, and Support.
Analytical, metrics-first approach with experience building dashboards, forecasts, and operational rigor. Previous experience in a CS/CX Operations role is a plus.
Excellent executive communication and ability to navigate complex stakeholder environments.
Comfortable with a fast-paced environment where things are growing and changing at lightning speed

Don’t forget:

Axios HQ believes in fair and equitable pay. Base range: $160,000- $190,000 depending on experience and role is eligible for performance-based bonus.
Health insurance (options include 100% paid options for individuals, 75% for families)
Fertility and family planning coverage
Primary caregiver 12-week paid parental leave
401K, plus company match
Generous vacation policy, plus company holidays
Tele-mental health services
Company equity
A commitment to an open, inclusive, and diverse work culture
Annual learning and development stipend

Equal Opportunity Employer Statement:

Axios HQ is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, age, gender identity, gender expression, veteran status, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Axios HQ makes hiring decisions based solely on qualifications, merit, and business needs at the time.