[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Route is a leading post-purchase platform for modern ecommerce, focused on enhancing the customer experience after checkout. As the Director of Customer Success, you will lead the team responsible for ensuring merchants maximize their value from Route's services, defining strategies and processes that drive customer retention and business growth.ResponsibilitiesDefine and execute Route's Customer Success strategy, ensuring merchants realize long-term value from their partnership with RouteLead, coach, and develop a high-performing team of Customer Success Managers, fostering a culture of accountability, growth, and customer obsessionOwn key business metrics, including net revenue retention, renewals, expansion opportunities, and overall portfolio healthBuild and scale customer success programs, playbooks, and engagement models that support merchants across a range of segments and needsPartner with Revenue Operations to establish the processes, tools, and reporting needed to drive efficient execution and informed decision-makingServe as the voice of the customer, translating merchant feedback into actionable insights for Product, Marketing, and OperationsCollaborate closely with Sales, Onboarding, Product, and Revenue leaders to create a seamless customer experience and identify growth opportunitiesRepresent Customer Success in strategic planning and leadership discussions, helping shape Route's broader revenue and retention strategySkills7+ years of experience in Customer Success, Account Management, or a related post-sale function, including 3+ years leading and developing high-performing teamsExperience building, scaling, or transforming Customer Success programs in a high-growth SaaS, fintech, e-commerce, or technology environmentDemonstrated success driving customer retention, expansion, and long-term customer value across a complex portfolioExperience leading teams responsible for renewals, growth opportunities, or broader commercial outcomesStrong understanding of customer success metrics, including retention, net revenue retention, expansion, and customer healthProven ability to design and improve scalable processes, playbooks, and operational frameworks that drive consistency and resultsA track record of developing talent, coaching future leaders, and building high-performing teamsStrong executive presence with the ability to influence stakeholders and build trusted relationships across all levels of an organizationHighly collaborative, with experience partnering across Sales, Product, Operations, and other cross-functional teams to achieve shared goalsData-driven and analytical, with the ability to translate insights into action and make informed decisions that improve customer and business outcomesBenefitsPay 95% - 100% of your health insurance premiums for you and your familyRemote or hybrid work arrangementsUnlimited PTO401k matchingFormalized growth opportunitiesLearning & developmentDEI programs & eventsAll Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreementSome roles may also be eligible for overtime payCompany OverviewRoute Academy is a future-focused tech education provider and talent accelerator committed to equipping individuals with the practical skills, mindset, and real-world experience needed to thrive in the ever-evolving digital economy. It was founded in 2012, and is headquartered in Cairo, Cairo, EG, with a workforce of 201-500 employees. Its website is https://www.routeegypt.com/.