Director of Customer Success (remote USA)

Spacelift is an infrastructure orchestration platform that manages your entire infrastructure lifecycle—provisioning, configuration, and governance. It integrates with all your infrastructure tooling (e.g., Terraform, OpenTofu, CloudFormation, Pulumi, Ansible) to provide a single integrated workflow so you can deliver secure, cost-effective, and resilient infrastructure quickly. By automating deployment and configuration, providing developer self-service, golden paths with guardrails, and an OPA policy engine, Spacelift empowers businesses to accelerate developer velocity while maintaining control and governance over their infrastructure. Spacelift offers unrivalled support, no-nonsense pricing, and a range of deployment models to fit your specific needs. Spacelift was founded in 2020 by long-time DevOps practitioner Marcin Wyszynski and successful entrepreneur Pawel Hytry and has raised $82.3 M in funding over four rounds from top venture capital firms, including Insight Partners, Blossom Capital, Hoxton Ventures, Inovo Venture Partners and Five Elms Capital. As we continue to grow, we are looking for a talented Director of Customer Success to lead our efforts in ensuring our customers achieve maximum value and satisfaction from our platform. Position Overview The Director of Customer Success will play a crucial role in shaping the customer experience and driving customer satisfaction and retention. You will lead a dynamic team of Customer Success Managers and work closely with cross-functional teams to deliver exceptional value to our customers. Your strategic vision and leadership will help us build strong, long-lasting relationships with our customers, ensuring they are successful with our solutions.

About the Role

• Leadership & Strategy: Develop and execute a comprehensive customer success strategy that aligns with Spacelift’s goals and drives customer satisfaction, retention, and growth. Lead, mentor, and manage a team of Customer Success Managers, fostering a culture of excellence and continuous improvement.
• Customer Relationship Management: Build and maintain strong relationships with key customers, understanding their business needs and goals. Act as a trusted advisor and advocate for the customer, ensuring their success and driving product adoption.
• Customer Onboarding & Adoption: Oversee the customer onboarding process, ensuring a smooth transition from sales to implementation. Develop and refine best practices for onboarding, training, and customer education to maximise product adoption and value.
• Performance Metrics & Reporting: Define and track key performance indicators (KPIs) for customer success. Regularly analyse and report on customer health, satisfaction, and retention metrics to senior leadership, identifying trends and areas for improvement.
• Cross-Functional Collaboration: Collaborate with Sales, Product, and Support teams to ensure a cohesive approach to customer success. Provide feedback and insights to the Product team to drive product enhancements based on customer needs and experiences.
• Escalation Management: Address and resolve escalated customer issues and concerns promptly and effectively. Implement processes and solutions to minimise and address customer churn.
• Customer Feedback & Advocacy: Collect and analyse customer feedback to identify opportunities for improvement. Advocate for the customer within the organisation, ensuring their needs and voices are heard and addressed.

About You

• Proven experience (7+ years) in customer success, account management, or a related field, with a strong track record of managing teams and driving customer satisfaction and retention.
• Deep understanding of SaaS or DevOps platforms, with the ability to translate technical concepts into business value for customers.
• Exceptional leadership and team management skills, with experience building and developing high-performing teams.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making and performance improvement.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Experience working in a fast-paced, high-growth environment, with a proven ability to adapt to changing priorities and drive results.

Why Spacelift? Be part of a pioneering company transforming the infrastructure management landscape. Collaborate with a passionate and innovative team dedicated to excellence. What we offer

• Competitive salary and equity package
• Medical, dental and vision plans for employees and any dependents
• 401k Pension Plan
• 26 days of paid time off annually + local bank holidays
• Flexible working hours and a healthy 40-hour workweek
• Company offsites
• Work from anywhere in the US. We are a full-remote company
• Work in an international, diverse, dynamic, and passionate team with a friendly and supportive company culture

Our values At Spacelift, we preach Customer, Ownership, Respect, and Pragmatism - these four values encompass our vision, mission, and principles. They guide and unite us as a community on the journey we've embarked on. More here: https://spacelift.io/careers Join Us! At Spacelift, you won’t just be working on a technical product - you’ll be part of a team shaping the future of DevOps. Apply to contribute to a platform loved by its users and take your career to the next level! Apply tot his job Apply To this Job