Director of Customer Success

Responsibilities

• Manage, coach, and scale a team of Customer Success Managers
• Define clear objectives, performance indicators (KPIs), and standards of excellence
• Define and lead the global Customer Success strategy including onboarding, adoption, retention, and expansion
• Structure customer journeys by segment (SMB, mid-market, and enterprise)
• Implement scalable processes adapted to rapid growth
• Lead renewal, churn reduction, and upsell/cross-sell strategies
• Act as a trusted advisor to customer decision-makers on strategic accounts
• Translate technical and strategic concepts into concrete business value
• Influence the product roadmap by acting as the voice of the customer
• Collaborate closely with Product, Engineering, and Sales teams

Requirements

• 7+ years of experience in Customer Success, Account Management, or Solutions Consulting
• Proven experience managing a Customer Success team
• Strong experience in a SaaS, PaaS, or B2B tech environment
• Fluency in English
• Experience with generative AI and conversational AI
• Background in a high-growth startup or scale-up
• Familiarity with AI agents, chatbots, LLMs, or automation platforms
• Ability to thrive in a fast-paced, demanding environment

Benefits

• 4 weeks of paid vacation
• Eligibility for group insurance after the probation period
• Access to a telemedicine service after the probation period

About the Company

Botpress is a leading platform for building conversational AI, helping developers and enterprises create advanced AI agents and automation workflows.