Director of Customer Success

## **About Sprig** Sprig is the customer survey platform, rebuilt around AI agents. For two decades, teams have relied on Qualtrics, Medallia, and SurveyMonkey to understand their customers. These platforms were built for a slower era, with manual setup, fragmented workflows, and insights that arrive too late to shape decisions. The gap between how fast products move and how fast research can keep up has never been wider. We're building something different. With Sprig, AI agents design studies, adapt surveys in real time, and turn responses into clear, actionable insight. Teams move from question to evidence in hours instead of weeks, without sacrificing rigor. Product teams no longer guess. They know. Our mission is to make deep customer understanding effortless and always on, so the best teams in the world can build products their customers love. Companies like Microsoft, DoorDash, Notion, Figma, Coinbase, and TripAdvisor use Sprig to stay close to their users. Backed by $85M from Andreessen Horowitz, Accel, and First Round Capital, we're growing quickly across the world's leading product organizations. The category is being rebuilt, with AI at the core. If you're excited by hard problems and the chance to define how modern teams understand their customers, we'd love to meet you. ## **About the Role** We’re looking for a **Director of Customer Success** to lead Sprig’s Customer Success organization across both our Customer Success Manager (CSM) and Customer Success Engineering (CSE) teams. You’ll own the strategy, performance, and development of both functions, with accountability for delivering exceptional customer outcomes and driving strong retention and expansion across our customer base. This is a hands-on leadership role. You’ll develop and coach our CSMs and CSEs while staying close to our most strategic customers, helping navigate executive relationships, adoption, technical implementations, renewals, expansion opportunities, and accounts that need additional support. You’ll build a tightly integrated customer success organization where CSMs lead the strategic and commercial relationship and CSEs provide the technical expertise required to implement, integrate, troubleshoot, and scale Sprig. You’ll establish clear ownership, operating rhythms, and collaboration across both teams so customers experience one cohesive partnership with Sprig. You’ll also partner closely with Sales, Product, and Engineering to identify opportunities for growth, remove barriers to customer success, and translate what we learn from customers into improvements across the business. **This role is based in our San Francisco office 4 days per week (Wed is WFH day)** ## **Your Impact** - **Own Customer Success strategy and NRR:** Drive Sprig’s approach to retention, adoption, expansion, and customer health while establishing clear goals and operating rhythms that help the team consistently meet and exceed NRR and ARR targets. - **Work directly with strategic customers:** Stay close to our customer base and work alongside CSMs on key accounts, joining executive conversations, QBRs, renewal and expansion discussions, escalations, and other critical customer moments. - **Lead and coach our CSM organization:** Develop CSMs into strategic, commercially-minded customer partners through hands-on coaching, account reviews, deal strategy, and direct involvement in customer conversations when additional leadership can help drive an outcome. - **Drive retention and proactively manage customer risk:** Maintain a strong pulse on account health across the portfolio, working directly with CSMs to identify risk early, develop intervention plans, and engage customers when needed to protect the relationship. - **Build a scalable land-and-expand motion:** Partner with CSMs and Sales to identify and execute expansion opportunities using product adoption, customer outcomes, stakeholder relationships, and business needs to grow Sprig across teams and use cases. - **Strengthen executive customer relationships:** Develop relationships with senior stakeholders across strategic accounts while helping CSMs build champions, multi-thread relationships, demonstrate business value, and position Sprig as a long-term strategic partner. - **Create a best-in-class customer journey:** Continuously improve how we onboard, engage, educate, and grow customers, balancing scalable programs with high-touch engagement for our most important accounts. - **Lead and align our CSM and CSE teams:** Establish clear ownership and collaboration between CSMs and CSEs while stepping in to help coordinate complex customer needs that span business strategy, product adoption, and technical implementation. - **Oversee technical customer success:** Ensure the CSE organization delivers high-quality technical onboarding, implementation, troubleshooting, and solution guidance that enables customers to successfully deploy and scale Sprig. - **Build and develop a high-performing team:** Set a high bar for performance, provide consistent coaching and feedback, develop future leaders, and create clear accountability against individual and team goals. - **Represent the voice of the customer:** Partner closely with Product and Engineering to surface recurring customer needs, adoption barriers, and product opportunities based on direct customer conversations and feedback from the broader CS organization. ## **Your Strengths** - **8+ years of Customer Success experience** within B2B SaaS or enterprise software, including significant experience directly managing complex enterprise customers and high-value books of business. - **3+ years of Customer Success leadership experience**, with a track record of coaching and developing high-performing CSMs while remaining actively involved with customers. - **Proven ownership of retention and expansion outcomes**, with experience managing against NRR, GRR, renewal, adoption, and expansion targets. - **Strong commercial instincts** and experience uncovering expansion opportunities, increasing product adoption, navigating renewals, and growing strategic accounts. - **Deep enterprise customer experience**, including navigating complex organizations, multi-threading accounts, developing executive relationships, and demonstrating measurable business value. - **Strong understanding of customer health and risk management**, with the ability to quickly assess an account, identify what’s working or at risk, and help the team determine the right path forward. - **Experience working closely with technical customer-facing teams**, such as Customer Success Engineering, Solutions Engineering, Implementation, or Technical Support. You don’t need to be an engineer, but you can effectively guide teams responsible for complex technical customer outcomes. - **Executive presence and strong communication skills**, with the ability to build credibility with senior customer stakeholders and influence internal leaders across Sales, Product, and Engineering. - **High-growth mindset:** You thrive in a fast-moving environment, are willing to roll up your sleeves, and balance strategic thinking with a high level of ownership, urgency, and adaptability. - Experience working in a growth-stage SaaS company (Series A–D) is strongly preferred. ## **Benefits & Perks** - Competitive Salary - Competitive Employee Equity - 401K Program - Medical, Dental, and Vision Benefits - FSA/HSA Benefits - $175/month Commuter Benefit - Additional Wellbeing Benefit - Flexible Paid Time Off - Paid Parental Leave - Professional Development Stipend - Hybrid Office Policy - Lunch and dinner daily - Company Sponsored Social Events At Sprig, we pride ourselves on being a people-first company where your contributions matter and your impact is visible. We’ve been recognized as a Great Place to Work® for three consecutive years and have also been named one of Fortune’s Best Workplaces in the Bay Area® and one of Built In’s Best Places to Work®. If you're excited about helping build products that millions of users love while shaping the future of AI-powered user research, we'd love to meet you. **Our Commitment to Diversity and Inclusion**We prioritize diversity within our team and value different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply. **Employee Pay Disclosure**The OTE range for this full-time position is $220,000–$260,000 + Equity + Benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all locations (San Francisco, CA; New York, NY). Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in postings reflect the OTE only, and do not include equity or benefits. \*\*\*Please beware of scammers who are posing as Sprig and Sprig team members. Our recruiters use @[](http://sprig.com) email addresses exclusively. We do not conduct interviews via text or instant message, and we do not ask candidates to purchase equipment through us or solicit money from you. If you have been contacted by someone claiming to be from a different domain about a job offer, please report it as potential job fraud to law enforcement and contact us.