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
- 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.
- Build a culture of curiosity, collaboration, accountability, and continuous improvement.
Define & Operationalize Customer Success at Descript
- Build scalable CS programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk mitigation.
- Work with the VP of Sales to define the long-term CS vision, success metrics, and organizational structure as the team grows.
- Implement systems and tooling to enable visibility, efficiency, and data-driven decision making across the customer lifecycle.
Drive Customer Outcomes Across Our Enterprise Portfolio
- Oversee executive-level engagement strategies and ensure CSMs are positioned as trusted advisors to our most strategic accounts.
- Partner with Sales leadership to co-own revenue outcomes including retention, renewal execution, and expansion opportunities.
- Develop frameworks to identify customers at risk, intervene proactively, and ensure long-term health of accounts.
Shape the Product & Future of Descript
- Serve as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support.
- Translate customer insights into clear opportunities, informing roadmap prioritization and product strategy.
- Ensure the CS organization is tightly integrated i