Director of Customer Success

Job description

About the Role Closinglock is looking for a Director of Customer Success to lead and scale our post-sale motion across our Enterprise and Mid-Market customer segments. You'll own the full customer lifecycle from onboarding through renewal and expansion while building the playbooks, processes, and team culture that set the standard for how we retain and grow our customer base. Reporting to VP of Operations, this is a player-coach role at a critical inflection point: we've found product-market fit in real estate fintech, and we're building the CS infrastructure to match our growth ambitions. What You'll Do Own GRR, NRR, product adoption, and customer health across the Enterprise and Mid-Market segments, setting the strategy and being accountable for target outcomes Lead, coach, and grow a team of CSMs; establish clear performance expectations, operating cadences, and a culture of customer obsession Build and iterate on onboarding, QBR, and expansion playbooks that scale across hundreds of accounts without sacrificing quality of relationships Serve as the point of escalation for high-value or at-risk accounts, and strategize with senior leadership on effective solutions Partner cross-functionally with Sales, Product, and Support to ensure tight handoffs, strong feedback loops, and a unified customer experience Establish health scoring frameworks and data-driven processes for identifying both churn risks and expansion opportunities early Deliver regular reporting on segment health, renewal forecasting, and team performance to executive leadership Required Skills 8+ years in Customer Success, Account Management, or post-sale in B2B SaaS, with at least 4 of those years leading and scaling CS teams Demonstrated track record of owning healthy retention and expansion metrics (NRR, GRR, churn) and building the operational infrastructure to manage them: health scoring, forecasting, tiering models Establish and manage key performance indicators (KPIs) to monitor the effectiveness of customer success efforts and make data-driven adjustments Proven ability to design and implement scalable CS processes from the ground up: onboarding frameworks, segmentation strategies, renewal playbooks in a high-growth environment where the answer wasn't already written Strong people leader with experience hiring, developing, and retaining CSMs; you set a high bar, coach actively, and build teams that outlast your direct involvement in every account Ability to effectively communicate with and present to VP-level customer personas, deliver board-level retention updates, and participate in cross-functional product reviews Data-driven approach to managing a book of business: you use health scores, product usage signals, and CRM data to prioritize and act, not just intuition Nice to Have Background in real estate, title, mortgage, or adjacent proptech/fintech Familiarity with CS platforms for health scoring and lifecycle automation Exposure to compliance-sensitive or transaction-based SaaS products where trust and security are part of the customer value prop Prior experience scaling a CS org through a Series A → C/D growth phase. You've navigated the 50 → 200 person build and know what breaks if you don't get ahead of it Comfort with AI tooling applied to CS workflows This is a full-time, in-person position in our Austin, TX office. Perks & Benefits At Closinglock, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. These benefits include: Competitive salary Equity compensation Medical, dental, vision, and life insurance Unlimited PTO 401(k) match Maternity/paternity leave Fully-subsidized downtown parking Weekly lunch stipend Full access to onsite gym and locker rooms Monthly team get-togethers (Lunches, social events, sports outings, etc) Closinglock is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Company Overview Closinglock is modernizing the real estate world’s way of transferring information and funds to eliminate wire fraud and provide a secure, easy-to-use platform for title companies, law firms, and other financial services to protect themselves and their clients from wire fraud. We act in the long-term best interests of our customers by understanding their needs and challenges. When our customers win, we win. To date, we have protected over $250B+ in funds related to residential property transactions. Closinglock’s platform has been used by clients in all 50 states and across 42 countries. Closinglock is headquartered in Austin, TX, with an office in downtown Austin. Today, the company has grown to 100+ employees across product & engineering, sales, partnerships, customer success, marketing, and finance. Mission : Simplify the real estate closing experience for all parties Vision : Provide a secure and efficient transfer of data and funds The inherent value of what we offer with our fraud prevention platform and modern payment solution for real estate is protecting a homebuyer’s largest investment in their life. We are rapidly expanding our team and are seeking exceptional talent. Our current team is comprised of top performers across the board, and we will continue to hire in this manner. We firmly believe that top performers want to work with other top performers. We have a lot of fun at work because we trust each other and respect each other's talents, abilities, and experiences. We are hyper-focused on a shared vision, and our company's strength is based on the unparalleled quality of our team. There is no limit to what we can accomplish together! Check out our website to learn more about our company.