Director of Customer Success

Director of Customer Success Location: Remote (Must accommodate US East Coast working hours) About Us Partnerships are the future of go-to-market. They drive 30-50% of company revenue, yet most partner teams are stuck with spreadsheets, email chains, and outdated CRMs - tools never built for partnerships at scale. The result? Wasted time, lost deals, and inefficiencies that kill growth. EULER is the AI-native PRM for modern partnership teams - built to replace manual work, eliminate partner friction, and turn partner activity into repeatable revenue and measurable ROI. Our mission: make partner revenue scalable and predictable. We grew 600% YoY in 2025 and serve industry leaders - consistently winning against legacy solutions. We move fast, build intentionally, and focus on delivering real value. If you're excited to solve big problems, work with smart teammates, and shape the future of partner tech, we'd be glad to meet you. Role Overview As our Director of Customer Success, you will own the strategy and execution behind EULER's post-sale customer experience, reporting to our co-founders. This is not a role for someone who manages from a distance. It's for someone who owns the retention number, gets hands-on with strategic accounts when it matters, and builds the playbook and the team around what actually works. You're joining at a pivotal moment: coming off 600% YoY growth, you'll build the frameworks, processes, and playbooks that turn new customers into long-term advocates, while staying close to our most strategic accounts. You'll inherit a growing Customer Success team and take it from where it is today to the retention and expansion engine that supports Euler's next stage of growth. This is a player-coach role: you'll set the vision for Customer Success and roll up your sleeves to execute it. Key Responsibilities Own overall retention and expansion targets and be personally accountable for NRR and churn outcomes. Own customer adoption (breadth and depth of usage) Coach, enable, and actively support the CS team to deepen accounts and reduce churn, including stepping into strategic accounts when needed. Lead, develop, and grow the Customer Success team as the company scales. Build and refine a scalable, repeatable Customer Success playbook, from onboarding through renewal and expansion. Define success plans, health scoring frameworks, and account management standards. Partner cross-functionally with Sales, Product, and Engineering to represent the voice of the customer. Maintain accurate customer health visibility and reporting in HubSpot or similar CRM tools. Proactively identify risk and opportunity, bringing forward thoughtful, actionable solutions to leadership. Hire and onboard future Customer Success talent as the team scales. What We're Looking For Proven experience in B2B SaaS Customer Success leadership, including people leadership experience. A track record of owning retention and expansion metrics and coaching a team to consistently hit targets. Hands-on leadership style. Comfortable stepping into a strategic account to unstick it, while still leading through others. Experience building or refining Customer Success processes in an early-stage or high-growth environment. Strong command of the full customer lifecycle: onboarding, adoption, renewal, and expansion. Consultative mindset, comfortable asking thoughtful questions, uncovering areas of improvement, and proposing solutions. Highly autonomous. You don't need to be told what to do, you figure out what needs to happen and go do it. Strong proficiency in HubSpot, Salesforce, or similar CRM tools. Exceptional command of English, both written and spoken. What Will Not Work Here Managing the team without owning the retention number yourself. Building process for the sake of process, without a clear tie to retention or expansion outcomes. Waiting for the product or engineering roadmap to catch up before driving customer value. Measuring success in ticket volume or CSAT alone instead of retention and expansion revenue. Nice to Have Experience with customer health-scoring or CS platforms (Gainsight, Vitally, or similar). Familiarity with partner-led or channel-influenced customer success motions. Why Join Us Build and lead EULER's Customer Success organization at a company already proving it can win against the biggest names in the category. Work directly with the founders to define how Euler builds long-term customer relationships. Be part of a profitable, fast-growing startup with real traction, real logos, and real momentum. No ego, full ownership, entrepreneurial culture. We'd love to meet you.