Director of Customer Success

Director of Customer Success

Reports to

General Manager, SiteOwl

Location

Austin, TX/Phoenix, AZ (Remote)

Team

Customer Success Managers, Support

Level

Leadership team member

About SiteOwl

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SiteOwl is a physical security lifecycle management SaaS platform, part of ASSA ABLOY. We help enterprise security teams design, install, and manage their physical security infrastructure from a single platform — from initial site survey through ongoing device management. Our customers include some of the largest names in retail, logistics, and enterprise security.

The Role

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SiteOwl is hiring a Director of Customer Success to build and lead the next chapter of our CS organization. This is a true player-coach role: you'll spend part of your time managing and developing a team of Customer Success Managers and Support Specialists, and part of your time as the named executive owner of a small portfolio of our largest, most strategic Enterprise accounts.

You'll own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) for the CS organization, set the strategy and processes that scale our post-sale motion, and sit on SiteOwl's leadership team helping shape company direction. You'll also have oversight of our Support function, ensuring customers get fast, high-quality help alongside great strategic guidance.

This role reports directly to the General Manager of SiteOwl and is a highly visible, cross-functional leadership position.

What You'll Do

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• Manage, coach, and develop a team of world class Customer Success Managers by setting goals, running pipeline/account reviews, and building career paths.
• Recruit and onboard new CSMs as the team scales, owning proactive CS resourcing and team structure.
• Build a high-performing, accountable team culture rooted in customer outcomes, ownership, and collaboration.
• Personally own executive relationships