Director, Customer Success

Job description

About the Role Descript is seeking a strategic, empathetic, and execution-oriented Director of Customer Success to lead, scale, and mature our Customer Success function. As the leader of a growing CSM team, you will play a foundational role in building best practices, shaping our post-sale motion, and partnering cross-functionally to accelerate adoption and expansion within our Enterprise customer base. This is a high-impact role for a builder who thrives in early-stage environments. You will work closely with the VP of Sales to define our customer success strategy, ensure the success and growth of our customers, and establish Descript as the industry standard for modern media-creation workflows. What You’ll Do: Lead & Develop a High-Performing CSM Team Define & Operationalize Customer Success at Descript Drive Customer Outcomes Across Our Enterprise Portfolio Shape the Product & Future of Descript - Manage, mentor, and grow a team of Customer Success Managers responsible for onboarding, adoption, retention, and expansion across strategic Enterprise accounts. - Establish team operating rhythms, KPIs, and performance expectations that reinforce customer value and commercial outcomes...