Director of Customer Success Porto

Director of Customer Success
Porto
Porto, Porto District, Portugal

The Role

As Director of Customer Success, you will lead our global Customer Success function - owning the full
- sale lifecycle, from onboarding through expansion and renewal. You’ll manage a team of CSMs, and act as the voice of the customer across the business. You’ll be accountable for key Saa
S growth metrics including NRR, churn, expansion , and customer satisfaction.

You’ll work closely with Sales, Product, and Marketing to ensure a seamless customer experience and maximize customer lifetime value.

Key Responsibilities

• Lead and scale a
  - performing Customer Success team
• Own and report on core Saa
  S metrics: NRR, chur n, expansion, adoption, and customer health scores
• Design and optimize playbooks for onboarding, adoption, and renewals
• Partner with Sales on expansion opportunities and renewals
• Act as the executive sponsor for strategic accounts
• Drive insights from customer feedback to inform Product and GTM teams
• Maintain operational rigor through tools like Jira, Confluence, Hubspot, and BI dashboard s
• Maintain a deep understanding of Xray Test Management for Dev
  Ops teams around the world, enabling them to scale quality

About You

• 5+ years in Customer Success or Account Management roles in B2B Saa
  S; 3+ years in leadership
• Strong experience managing and reporting on Saa
  S metrics and customer health
• Deep familiarity with the Atlassian ecosyst em, especially Jira and Confluence
• Comfortable working with Dev
  Ops and technical buyer personas
• Strong command of tools like Hubspot, Jira, BI too ls, and customer engagement platforms
• Outcome-oriented,
  - driven, and highly collaborative

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