Director of Customer Success

About UrbanBound

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UrbanBound is transforming employee relocation through a technology-enabled platform that helps organizations create exceptional relocation experiences while improving efficiency, visibility, and cost control. We partner with leading healthcare systems and enterprise organizations to modernize how relocation programs are managed.

As we continue to grow, we're looking for a Director of Customer Success who is excited to build, scale, and continuously improve a high-performing customer organization.

The Opportunity

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This is not a role for someone looking to inherit a mature Customer Success organization.

We're looking for a builder.

Someone who sees opportunity where others see ambiguity. Someone who enjoys creating processes, refining customer journeys, coaching teams, and implementing operational improvements that scale.

You'll be responsible for leading our Customer Success organization while partnering closely with Sales, Product, Customer Service and Marketing to ensure customers realize measurable value throughout their life cycle.

This role requires someone who can think strategically while remaining willing to roll up their sleeves whenever the business needs it. One day you may be developing a long-term retention strategy; the next you may be helping resolve an escalated customer issue or redesigning an on-boarding workflow.

This position is remote and reports directly to the CRO.

What You'll Do

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### Leadership & Team Development

• Lead, coach, and develop the Customer Success team
• Build a culture centered around accountability, customer outcomes, and continuous improvement
• Recruit and develop top talent as the organization grows
• Establish clear performance expectations and career development plans

### Build & Scale

• Design and optimize Customer Success processes that can scale with company growth
• Improve customer onboarding, adoption, retention, and expansion strategies
• Create playbooks that drive consistency across the customer journey
• Build reporting, KPIs, dashboards, and operational rhythms
• Identify opportunities to leverage AI and automation to improve efficiency and customer experience
• Establish communication cadences with customers with valuable information and insights

### Customer Outcomes

• Ensure customers achieve measurable business value from UrbanBound
• Reduce churn while increasing adoption and advocacy
• Partner with Sales on renewals and expansion opportunities
• Serve as executive sponsor for strategic customer relationships

### Cross-Functional Leadership

• Partner with Product to influence roadmap priorities based on customer feedback
• Work closely with Sales to ensure seamless customer handoffs
• Collaborate with Marketing on customer stories and advocacy programs
• Partner with CRO to operationalize an exceptional launch experience

What Success Looks Like

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Within your first year you will

• Elevate Customer Success from a strong team into a scalable organization
• Improve customer retention and product adoption
• Create repeatable processes that support continued growth
• Develop future leaders within the Customer Success team
• Build a data-driven operating cadence focused on customer health and outcomes
• Strengthen cross-functional collaboration across Revenue, Product, and Operations

What We're Looking For

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### Required

• 8+ years of Customer Success, Account Management, or related SaaS leadership experience
• Experience leading and developing high-performing teams
• Demonstrated success improving customer retention and growth
• Experience creating scalable processes and operational improvements
• Strong executive communication and relationship-building skills
• Ability to balance strategic thinking with operational execution
• Travel as needed to key customers as needed as an Executive Sponsor

### We're Especially Excited About Candidates Who...

• Have built or transformed a Customer Success organization—not simply inherited one
• Can share specific examples of implementing new programs, processes, or operating models
• Thrive in high-growth environments where priorities evolve quickly
• Naturally identify problems and proactively solve them
• Are comfortable making decisions with incomplete information
• Enjoy working across departments to influence outcomes
• Believe no task is beneath them if it helps move the business forward

Leadership Traits

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The ideal candidate is

• Curious and always looking for better ways to operate
• Highly accountable and outcome-oriented
• Comfortable with change and ambiguity
• Equally effective in the boardroom and in day-to-day execution
• Collaborative, humble, and low ego
• Energized by building rather than simply maintaining
• Grounded in data; leans on metrics and KPIs (NRR, churn, NPS, time-to-value) rather than anecdotes, to illustrate success

Compensation and Benefits

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Base Salary

$150,000–$165,000+

Target Bonus

10% of base

UrbanBound Offers the following benefits

• Health insurance
• Dental & Vision insurance
• 401(k)
• Unlimited PTO
• Paid holidays
• Parental leave

*UrbanBound is an equal opportunity employer and welcomes applicants of all backgrounds. We do not discriminate on any basis protected by federal, state, or local law.*