Customer Success Director
At a glance
Director-level Customer Success role at Stuut. San Francisco · full-time · $220,000–$300,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Take assigned accounts from kickoff through steady-state, linking product use to each customer's business results
- Run business reviews on delivered outcomes, return on investment and possible account growth
- Forecast renewals and manage gross retention, raising churn risks early with reasons and recovery steps
- Work with Sales on upsells and cross-sells, while tracking technical issues through to resolution for customers
- Keep account health information accurate and up to date in Vitally
What you bring
- Bring at least four years in customer success or account management for a B2B SaaS company
- Show ownership of renewal and expansion results, rather than focusing only on satisfaction scores
- Communicate clearly in writing and conversation, including when leading reviews with executives
Who this fits
This director-level role suits someone ready to own customer relationships from onboarding through renewal and expansion. You’ll join a growth-stage setting where customer success processes are being built as the company scales. The role is hybrid in Chicago.
From the employer
About Stuut
Stuut is the AI coworker that runs order-to-cash for the world’s leading enterprises. Across order management, credit, collections, payments, cash application, disputes and deductions, Stuut does the work end to end and keeps going until the cash hits the bank.
Over 150 companies, spanning the mid-market to the Fortune 50, including Honeywell, ZoomInfo and PerkinElmer, use Stuut to unlock up to 40% more cash flow and cut DSO by 47%. More than $3 billion has moved through the platform to date.
Founded in New York by Tarek Alaruri and Ben Winter, Stuut has raised $93 million from Insight Partners, Andreessen Horowitz, M12, Microsoft’s Venture Fund, and others. Learn more at stuut.ai.
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.
US Compensation
Top-of-market salary and equity package
Benefits (for U.S.-based full-time employees)
Medical, dental & vision insurance coverage for you
401(k) & Match
Equity
Flexible PTO
Parental Leave
Stuut is an equal opportunity employer committed to building a team with diverse backgrounds, perspectives, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.
We are also committed to providing reasonable accommodations throughout the application and interview process. If you need any accommodations, please do not hesitate to reach out.
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