Customer service director Jobs in San Mateo, CA

Job Description

Job Description

Job Role and Responsibility

Nue is looking for a hands-on, strategic Director of Customer Success to lead our growing Customer Success function. This person will act as a player-coach , managing a portfolio of strategic customers while defining and scaling our post-sales engagement model.

The Director will be responsible for ensuring customers achieve measurable outcomes using Nue’s products, driving retention and expansion, and laying the foundation for a scalable Customer Success organization.

This is a foundational role at Nue. The Director of Customer Success will shape the customer experience , influence product direction through feedback loops, and drive the company’s long-term revenue retention strategy. It’s an opportunity to build a modern, outcome-driven CS organization from the ground up while remaining closely connected to customers.

Key Responsibili ties

Customer Ownership (Player Role)

Serve as the primary point of contact for a portfolio of high-value customers, managing onboarding, adoption, renewals, and expansions.

Develop a deep understanding of each customer’s business goals, success metrics, and operating model.

Partner cross-functionally with Product, Sales, and Engineering to ensure customer needs are represented and prioritized.

Conduct regular business reviews (QBRs / EBRs) and proactively drive customer engagement and satisfaction.

Identify and mitigate churn risks through proactive success planning.

Leadership & Strategy (Coach Role)

Build and lead the Customer Success team , including hiring, training, and mentoring CSMs.

Define and implement the Customer Success playbook , including onboarding processes, success plans, health scoring, and renewal / expansion strategies.

Establish repeatable CSM KPIs (e.g., retention, NRR, adoption, CSAT, health scores).

Partner closely with the Technical Account Management (TAM) team to ensure seamless coordination between strategic account success and technical execution, aligning on customer goals, proactive issue prevention, and escalations to drive adoption and retention.

Collaborate with Marketing and Sales to ensure seamless handoffs and a consistent customer lifecycle experience.

Create escalation paths and drive continuous improvement through customer feedback and operational excellence.

Required Skills and Experience

8+ years of experience in Customer Success, Account Management, or RevOps leadership within B2B SaaS.

Hands-on experience managing customers through the Lead-to-Revenue lifecycle , including CPQ, Order Management, Billing, and Revenue Recognition .

Strong operational understanding of Salesforce CRM , including experience with Sales Cloud , CPQ , and integrations with downstream revenue systems.

Demonstrated ability to work cross-functionally with RevOps, Sales, Finance, and Engineering teams to improve quote-to-cash processes and customer experience.

Proven success implementing or optimizing Revenue Operations frameworks , data hygiene, and process automation.

Experience working with subscription-based / recurring revenue models (ARR, renewals, expansions).

Excellent communication and executive engagement skills—able to translate complex operational concepts into business impact.

Track record of building scalable Customer Success playbooks , systems, and KPIs tied to retention and growth metrics.

Comfortable in a player / coach role, leading by example while developing a high-performing CSM team.

• Leverages AI and automation tools to drive efficiency, insight, and personalization across the customer lifecycle (e.g., AI-driven account health insights, renewal risk prediction, or content summarization).

What We Offer

The opportunity to shape the future of Nue’s tooling and AI strategy .

A leadership role with real impact on customer implementations and long-term success.

A fast-paced, innovative startup environment with room for growth and experimentation.

Compensation

The compensation band for this role is $170,000–$180,000 USD annually for candidates based in the United States and $165,000-$175,000 CAD annually for candidates based in Canada. Final compensation will depend on skills, experience, and internal pay equity. Slight variation by location reflects market conditions.