Director - Customer Success – Large SMB
17 hours ago
Sprinto is a leading platform that automates information security compliance. By raising the bar on infosec, Sprinto ensures compliance, enables healthy operational practices, and allows businesses to grow and scale with unwavering confidence.
We are a remote-first company with over 350+ employees, serving 2500+ customers across 75+ countries. Backed by top-tier investors such as Accel, ELEVATION, and Blume Ventures, we've raised $32M in funding, including our most recent Series B round.
The Role:
We're looking for a Director of Customer Success to lead our Large SMB segment, driving adoption, retention, and expansion at scale. This role is critical in shaping how we deliver value to customers, building scalable processes, and creating the playbooks that fuel long-term growth. You'll balance strategic leadership with hands-on execution, leading from the front, coaching your team, and rolling up your sleeves when needed.
Responsibilities- Lead and grow a team of Customer Success Managers focused on Large SMB accounts that span across geos.
- Drive adoption and accelerate Time-to-Value by building scalable playbooks and success motions.
- Own retention and renewal performance, ensuring predictability and forecast accuracy.
- Partner with Account Management to identify, qualify, and convert upsell and cross-sell opportunities.
- Champion cross-functional collaboration with Sales, Product, TAM, AM, and Support to deliver customer outcomes.
- Build customer advocacy by nurturing internal champions, case studies, and referenceable customers.
- Roll up your sleeves to step into accounts, run EBRs, and directly support renewal/expansion conversations when needed.
- High product adoption and measurable customer outcomes tied to business value.
- Strong Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the SMB segment.
- Predictable renewals with minimal churn, achieved through proactive engagement.
- Expansion opportunities; systematically identified and closed.
- Engaged, high-performing CS team with strong coverage, clear capacity models, and scalable processes.
- Clear playbooks built for onboarding, adoption, renewal, and expansion.
- Hands-on leader with 12+ years of Customer Success and Account Management experience, including 5+ years in leadership roles.
- Proven experience driving adoption, retention, and growth in SMB or scaled segments where volume and efficiency matter.
- Track record of leading teams to exceed renewal and expansion targets.
- Builder mentality – experienced in creating playbooks, processes, and scalable CS motions from the ground up.
- Strong operator: data-driven, disciplined in forecasting, KPIs, and business reviews.
- Excellent communicator with executive presence, comfortable engaging with champions to C-levels.
- SaaS background required; familiarity with GRC is a plus, but not mandatory.
- Experienced with CS tools (e.g., Hubspot, Salesforce, etc ).
- Remote-first policy
- 5 days working with flexible hours
- Group medical insurance (including parents, spouse, and children)
- Group accident cover
- Group term life insurance
- Company-sponsored laptop
- Education reimbursement policy
ATS_SPRINTO
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