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.
Problem-Solving Skills: The ability to identify and creatively solve complex customer challenges.
Adaptability: Comfort leading change within complex organizations, even with limited formal processes.
Collaborative Spirit: The ability to work effectively across teams and departments, fostering a culture of collaboration.
Exceptional Communication: The ability to adapt your communication style to different audiences, from executives to copywriters, and across various formats.
Time Management Expertise: The ability to manage multiple priorities effectively, leading a team of 10+ Customer Success Managers and overseeing 100+ customer accounts.
Marketing knowledge: A foundational understanding of marketing channels, the role SEO plays in marketing and how and when they result in ROI for clients.
How we’ll help:
Graphite’s mission is to create an environment where you build the best work of your career. In order to facilitate this, we provide:
Process As Needed - We view the process as a way to empower better work, not as a series of dogmatic rules. We develop the best internal processes the same way we develop products - through iteration, measurement, and continuous improvement.
Autonomy - We trust you to be excellent at what you do. We will provide as much support as needed when needed, but no more. You will have autonomy and agency to drive projects forward, and own decisions and outcomes.
Graphite provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.
