Customer Success Director

The Customer Success Director will own a book of accounts post-sale through renewal and expansion. You are the primary relationship owner: driving adoption, protecting retention, and finding expansion paths tied to the customer's AR outcomes (DSO reduction, cash application accuracy, dispute cycle time)

Responsibilities
Own onboarding through steady-state for an assigned account portfolio.
Drive product adoption against each customer's stated business outcomes, not feature checklists.
Run QBRs: outcomes delivered, ROI, expansion opportunities.
Own renewal forecasting and GRR for your book; flag churn risk early with a clear reason and remediation plan.
Identify and pursue expansion (upsell, cross-sell across Stuut products) in partnership with Sales.
Escalate technical or implementation issues to FDE/Support with clear context; stay accountable for resolution from the customer's side.
Maintain accurate account health data in Vitally.
What Success Looks Like
GRR and NRR targets met for your book (org target: NRR >110%).
Onboarding velocity and time-to-value hit target.
Clean, current account records; no surprises in forecast.

Requirements
4+ years in Customer Success or Account Management at a B2B SaaS company, ideally fintech or finance-workflow software.
Track record owning renewal/expansion numbers, not just satisfaction scores.
Comfortable with ambiguity: this is a growth-stage company building CS process as it scales.
Financial/AR domain fluency a plus, not required.
Excellent written and verbal communication; comfortable running exec-level QBRs.