Hi, my name is john s,, and i am looking to hire a senior director, customer success. Over 7,500 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and sms every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real‐time behavioral data. We're looking for a senior director to lead our customer success organization. Reporting to the chief revenue officer, you'll be responsible for driving adoption, delivering value, and ensuring customer retention — through a combination of scaled digital programs, high‐touch enterprise engagement, and ai‐powered systems that help our team work smarter. This is not a purely operational role. You'll be expected to build and run the cs function from the inside out — designing systems, coaching managers, and owning executive relationships with our most strategic customers. You'll also serve as a key voice in the cro leadership team, contributing to decisions that shape how customer.io grows. What we value empathy for customers and teammates. We meet people where they are, listen deeply, and act with care. Clarity and transparency. We communicate openly — whether with customers or colleagues — so expectations are clear and trust is built. Bias for action. We move quickly, experiment often, and adapt when things change. Operational excellence. We bring structure and rigor to how we work, without overcomplicating or slowing down progress. Collaboration over silos. We partner across cs, technical support, account management, product, and sales to deliver a seamless customer journey. Curiosity and adaptability. We embrace new technology, including ai, and see change as an opportunity to get better. Inclusive leadership. We value diverse perspectives, encourage debate, and create space where every team member can grow and thrive. What you'll do