Director, Customer Success

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 into product adoption feedback loops and launch processes.

Scale Our Customer Success Foundation

• Build repeatable programs that support both high-touch Enterprise accounts and scalable low-touch motions.
• Improve onboarding experiences, customer education programs, and internal enablement materials.
• Establish best practices around customer lifecycle management, stakeholder mapping, success planning, and executive QBRs.

What You Bring

• 8–10+ years in Customer Success, including 3+ years leading CSM teams at high-growth SaaS companies.
• Demonstrated success building CS programs, processes, and playbooks in fast-moving or early-stage environments.
• Proven track record driving retention, adoption, and expansion within Enterprise (5,000+ employee) organizations.
• Experience partnering closely with Sales to align on strategies for growth and long-term customer value.
• Strong executive communication skills, with the ability to influence stakeholders from practitioner to C-suite.
• Comfort leading both strategic high-touch engagements and more scalable low-touch motions.
• A builder’s mindset - resourceful, curious, and excited to create systems where none exist.
• Experience working with PLG or freemium user bases, particularly those with broad horizontal adoption.

Bonus Points

• You’ve led Customer Success at an early-stage or rapidly scaling startup before.
• Familiarity with video/audio production workflows and tools (Adobe Creative Suite, Pro Tools, Final Cut Pro, etc.).
• Deep understanding of media, content creation, or creative tooling environments.
• Experience managing or influencing expansion motions and revenue outcomes.
• Prior hands-on experience using Descript.
• Proficiency with tools like Salesforce, Vitally/Gainsight, or similar CS platforms.

 

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