Director of Customer Success

About the job

Role Overview: We’re looking for a Director of Customer Success to lead Truein’s Customer Success function across enterprise relationships, solutioning, escalations, and strategic account management. What You’ll Do: • Lead and manage the CS function end-to-end across onboarding, adoption, retention, and growth. • Oversee and mentor the Key Account Managers (KAM) team, strengthening enterprise relationships and driving renewals & account growth. • Provide managerial oversight to the Product Support Team (PST), ensuring SLAs, quality, and technical issue resolution without getting into day-to-day operations. • Own escalations end-to-end, ensuring structured communication and timely resolution for high-impact customer issues. • Own relationships with Truein's most strategic enterprise accounts. • Work closely with Engineering, Product, and Sales leaders for high-impact issues. • Own trial-to-paid conversions through proactive engagement and process improvements. • Conduct regular reviews and coaching sessions with senior KAMs and support leads. • Represent customer voice internally and influence product roadmap decisions. Must Have: • 8–12 years of experience in Customer Success, Account Management, or Product Management in a customer-facing role within a B2B SaaS company. • Proven experience leading customer-facing teams, especially Key Account Managers and Product Support teams. • Strong track record managing large enterprise accounts and driving complex solutioning. • Deep understanding of escalations, customer lifecycle management, and enterprise stakeholder engagement. • Excellent communication, problem-solving, and leadership skills. • Experience working cross-functionally with Product, Engineering, Sales, and Support. Good to Have: • Experience in HR-tech, workforce management, or other B2B SaaS domains. • Experience building CS processes, playbooks, dashboards, or health score models.

Requirements

• Customer Success
• Account Management
• Product Management
• Leadership
• Problem-Solving

Preferred Technologies

• Customer Success
• Account Management
• Product Management
• Leadership
• Problem-Solving

About the company

Truein is a fast-growing B2B SaaS company offering Attendance and Workforce Management solutions for contractual and distributed teams. With 500+ customers worldwide, we are trusted by leading businesses to simplify time tracking, plug leakages, and drive efficiency.