Vanilla
SaaS
Director,CustomerSuccess
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“Director, Customer Success at Vanilla. Skills: Customer Success, scaling CS teams, customer retention, customer expansion, customer advocacy, stakeholder management. driving the long-term success and satisfaction of our customers. lead and scale a high-performing team of Customer Success Managers across both our Pooled and Named segments”
What You'll Achieve.
driving the long-term success and satisfaction of our customers; drive loyalty, advocacy, and long-term partnerships; ensure each receives the appropriate level of engagement and strategic support; continuously identifying gaps and bottlenecks in the customer journey; grow retention; reduce churn through proactive at-risk identification and early intervention; capitalize on upsell and cross-sell opportunities; ensure customers quickly realize value and maintain high engagement throughout their lifecycle; enhance Customer Success at scale; Define, track, and report key Customer Success metrics including NPS, churn, customer health scores, and time to value to the executive leadership team; ensure a cohesive experience from pre-sales through adoption and beyond; drive customer retention, expansion, and advocacy by delivering a best-in-class customer experience
Industry & Context.
problem-solvers; tackle hard problems; uncover data trends yourself
must be based out of one of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Maine, Massachusetts, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah or Washington
What They're Looking For.
Must Have
8+ years in Customer Success, Account Management, or similar SaaS roles, 5+ years building and scaling high-performing CS teams at high-growth startups across both Pooled and Named segments, command of CS metrics including NPS, churn, LTV, and customer health, with a data-driven approach to analyzing customer data and delivering measurable improvements, Demonstrated ability to manage relationships with enterprise-level customers and C-suite executives, Hands-on experience with Customer Success platforms such as Totango or ChurnZero, Hands-on experience with CRM tools such as Salesforce, Exceptional communication, presentation, and stakeholder management skills with a proven ability to influence cross-functional teams
Nice to Have
3+ years in financial services or wealth management preferred, understanding of industry-specific client needs
What You'll Do.
driving the long-term success and satisfaction of our customers
lead and scale a high-performing team of Customer Success Managers across both our Pooled and Named segments
work cross-functionally to ensure a seamless customer journey
build stronger operations to help your team scale to meet the growing needs of a fast-paced and maturing customer base
get into the details and are willing to dive into operational processes
and uncover data trends yourself
drive customer retention
and advocacy by delivering a best-in-class customer experience
trust-based relationships with key customer stakeholders to drive loyalty
and long-term partnerships
and scale a team of Customer Success Managers across Pooled and Named segments
ensuring each receives the appropriate level of engagement and strategic support
Design and implement scalable operational frameworks and SOPs tailored to both segments
continuously identifying gaps and bottlenecks in the customer journey
Develop and execute strategies to grow retention
reduce churn through proactive at-risk identification and early intervention
and capitalize on upsell and cross-sell opportunities
Partner with the customer onboarding team to ensure customers quickly realize value and maintain high engagement throughout their lifecycle
Act as a key voice in shaping the company's overall customer success strategy and providing thought leadership to enhance Customer Success at scale
and report key Customer Success metrics including NPS
customer health scores
and time to value to the executive leadership team
Collaborate closely with Product
and Marketing to align on customer needs
integrate feedback into product development
and ensure a cohesive experience from pre-sales through adoption and beyond
How You'll Work.
Team & Collaboration
work cross-functionally to ensure a seamless customer journey; collaborator; influence cross-functional teams; Collaborate closely with Product, Sales, and Marketing to align on customer needs, integrate feedback into product development, and ensure a cohesive experience from pre-sales through adoption and beyond
Communication Scope
Exceptional communication; presentation; stakeholder management skills
Full Job Description
ABOUT US We’re a startup with big ambitions: to make estate planning modern, visual, and intelligent. Vanilla https://www.justvanilla.com/ is the first AI-powered estate advisory platform, built by advisors, planners, and attorneys to transform how wealth is transferred across generations. Our technology unifies scenario modeling, client visualization, and document creation into one seamless, digital experience. Our team brings together diverse subject matter expertise across estate planning, wealth management, and scaling SaaS startups. We’re distributed across the U.S., with a mix of fully remote and hybrid roles, and we embrace flexibility while staying closely connected. At Vanilla, you’ll join curious builders and problem-solvers who thrive on speed, autonomy, and impact. Here, you won’t just join a company, you’ll help create it. If you’re excited to tackle hard problems, move quickly, and see your work shape both an industry and a growing startup, we’d love to meet you. JOB SUMMARY As the Director of Customer Success, you will be responsible for driving the long-term success and satisfaction of our customers. Reporting to the CCO you will lead and scale a high-performing team of Customer Success Managers across both our Pooled and Named segments, and work cross-functionally to ensure a seamless customer journey. You are a natural builder and collaborator, highly experienced in all things customer success, and ready to build stronger operations to help your team scale to meet the growing needs of a fast-paced and maturing customer base. You are not afraid to get into the details and are willing to dive into operational processes, build out workflows, design experiences, and uncover data trends yourself. Your goal is to drive customer retention, expansion, and advocacy by delivering a best-in-class customer experience. WORKING LOCATION This role is a remote position, you must be based out of one of the following states: Arizona, California, Colorado, Connecticu
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