.Graphite is a technology-enabled growth agency that helps fast-growing companies like Masterclass, Notion, and BetterUp unlock sustainable revenue through content and SEO. We're obsessed with impact— it's foundational to who we are, why we're successful, and how we approach delivering outcomes for clients and ultimately, everyone on the internet.We are a fully distributed company with team members located across North America, Latin America, and Europe. Come join us and help us create the best content, everywhere that matters!We are looking for an experienced Customer Success Director to lead and execute customer success strategies aligned with Graphite's goals. You will develop comprehensive customer success initiatives, set key performance indicators (KPIs), and drive customer value.In this role, you will lead a high-performing team, mentor its growth, and advocate for customers across the organization. Strong collaboration with Sales, Marketing, and Product teams is essential, as you will influence product improvements that enhance long-term satisfaction. Using data-driven insights, you will continuously optimize processes and ensure efficiency in driving customer success. This is a fully remote work opportunity.What you'll do:Strategic Direction: Develop and execute a comprehensive customer success strategy aligned with Graphite's goals. Establish KPIs that measure the effectiveness of your initiatives and drive customer value.Team Leadership: Lead, mentor, and manage a high-performing Customer Success team, fostering both individual and collective growth.Customer Advocacy: Be a champion for our customers across the organization. Ensure their needs are heard and addressed at every level.Cross-Functional Collaboration: Foster strong relationships with Sales, Marketing, and Product teams. Advocate for the customer voice and drive product improvements that promote long-term customer satisfaction.Data-Driven Optimization: Analyze customer data and feedback to identify trends, opportunities for improvement, and areas for growth. Build insightful dashboards that provide leadership with a clear view of the entire customer base.Process Improvement: Continuously evaluate and refine our customer success processes and strategies for maximum efficiency and effectiveness.What you'll need:Proven Experience: +5 years of experience in customer success (or a related role) within a SaaS environment. You have a deep understanding of customer lifecycle management and a proven track record of driving user engagement and satisfaction.Scalability Expertise: Demonstrable experience in building and scaling successful customer success, professional services, or support functions.Strategic Acumen: The ability to develop and execute strategic plans that achieve customer success goals, aligning them with Graphite's overall business objectives.Customer Focus: A deep understanding of customer needs and a relentless commitment to providing exceptional service