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About the Role

Closinglock is seeking a Director of Customer Success to lead and scale post-sale operations for Enterprise and Mid-Market customers. This role involves managing the entire customer lifecycle, from onboarding to renewal and expansion, while developing processes and team culture to foster customer retention and growth. Reporting to the VP of Operations, this is a player-coach position at a pivotal stage of company growth in real estate fintech.

Responsibilities

Own GRR, NRR, product adoption, and customer health across Enterprise and Mid-Market segments, setting strategy and achieving target outcomes.
Lead, coach, and grow a team of CSMs, establishing clear performance expectations, operating cadences, and a customer-centric culture.
Build and iterate on scalable onboarding, QBR, and expansion playbooks.
Serve as the point of escalation for high-value or at-risk accounts and strategize solutions with senior leadership.
Partner cross-functionally with Sales, Product, and Support to ensure seamless handoffs, feedback loops, and a unified customer experience.
Establish health scoring frameworks and data-driven processes for early identification of churn risks and expansion opportunities.
Deliver regular reporting on segment health, renewal forecasting, and team performance to executive leadership.

Requirements

8+ years in Customer Success, Account Management, or post-sale roles within B2B SaaS, with at least 4 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.
Proven ability to establish and manage key performance indicators (KPIs) to monitor customer success efforts and make data-driven adjustments.
Proven ability to design and implement scalable CS processes from the ground up in a high-growth environment.
Strong people leadership experience, including hiring, developing, and retaining CSMs.
Ability to effectively communicate with and present to VP-level customer personas and deliver board-level retention updates.
Data-driven approach to managing a book of business using health scores, product usage signals, and CRM data.

Skills

Customer Success
Account Management
B2B SaaS
Team Leadership
Retention Metrics (NRR, GRR, churn)
Operational Infrastructure Management
KPI Establishment and Management
Scalable Process Design and Implementation
People Management
Communication
Presentation Skills
Data Analysis
Health Scoring
Lifecycle Automation
AI Tooling for CS Workflows

Location

Austin, TX

Work Type

Full-time
In-person

Experience Level

Director

Benefits

Competitive salary
Equity compensation
Medical insurance
Dental insurance
Vision insurance
Life insurance
Unlimited PTO
401(k) match
Maternity leave
Paternity leave
Fully-subsidized downtown parking
Weekly lunch stipend
Full access to onsite gym and locker rooms
Monthly team get-togethers

About the Company

Closinglock is a company in the real estate fintech industry that has found product-market fit and is experiencing growth.

Equal Opportunity

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.