Job description

Director of Customer Success About Compyl Compyl is a fast-growing cybersecurity SaaS company redefining the GRC space and transforming how businesses approach governance, risk, and compliance. We serve mid-market and enterprise customers that demand operational excellence, continuous compliance, and real-time visibility into their risk landscape. Backed by top-tier investors and scaling rapidly, we're on a mission to make security effortless. Joining Compyl means stepping into a forward-thinking, fast-paced environment where your work directly fuels our momentum. If you're passionate about building impactful technology and want to grow with a company shaping the future of GRC, we'd love to have you on board. The Role We're looking for a Director of Customer Success to build and lead the next evolution of Customer Success at Compyl. This is a foundational, high-ownership role with the opportunity to design the processes, playbooks, metrics, and team that will turn CS into a scalable, revenue-driving function. You'll build a repeatable expansion motion that helps grow NRR and customer lifetime value. We're looking for a true zero-to-one builder, someone comfortable with ambiguity who can move seamlessly between designing the strategy, digging into customer data, joining an executive escalation, and running a renewal conversation. What You'll Do - Build the Customer Success function from scratch: define the strategy, structure, and operating model that will scale with the business. - Own customer retention and growth, improve GRR by strengthening adoption, proactively managing risk, and reducing churn, while building a disciplined expansion motion that drives NRR and customer lifetime value. - Design and implement customer segmentation, health scoring, and a proactive engagement model to replace today's reactive, ad hoc approach. - Establish onboarding, adoption, and renewal playbooks that create a consistent, scalable customer experience. - Personally manage a portfolio of strategic accounts in the early stages, serving as a trusted advisor and escalation point. - Select and implement CS tooling (e.g., a customer success platform) to bring visibility and rigor to account health and forecasting. - Partner closely with Sales on account handoffs, expansion opportunities, and renewal forecasting; partner with Product on feedback loops and roadmap input. - Define and report on core CS metrics (GRR, NRR, churn, customer sentiment and advocacy, expansion revenue) to executive leadership, shaping the right measurement framework as the function matures. - Hire, build, and lead a Customer Success team as the function matures and scales. - Represent the voice of the customer internally, influencing product, marketing, and company strategy. What We're Looking For - Demonstrated experience building or scaling a Customer Success function from an early stage, we value having actually done this before more than a specific number of years in CS. This might mean you were employee #1 or #2 in CS at a prior company, not just a leader inside an already-mature org. - Comprehensive experience in Customer Success, Account Management, or a related revenue-facing role in B2B SaaS. - Track record of driving measurable improvements in net revenue retention, renewals, and expansion revenue. - Comfortable owning both strategy and execution, you're equally willing to build a playbook and personally run a renewal call. - Experience evaluating, selecting, and implementing CS and CRM tooling to build visibility and process where none previously existed. - Strong analytical skills, able to define metrics, build reporting, and use data to drive decisions. - Experience in GRC SaaS preferred; candidates from adjacent SaaS categories (e.g., security, compliance, risk, audit) also welcome. Practitioner-level experience in GRC, compliance, or risk management (even outside of a SaaS company) is a strong plus. - Excellent executive presence and communication skills; comfortable operating as a strategic partner to Sales, Product, and the C-suite. - Self-starter who thrives in ambiguity and startup environments where infrastructure doesn't yet exist. Why Join Us - Base Salary: $170,000 to $200,000 - Performance-based bonus structure tied to retention and expansion metrics - Meaningful equity in a fast-growing company - Ground-floor opportunity to build and define a function that becomes core to company revenue - Remote-first culture with flexible PTO - Access to a highly supportive, execution-focused leadership team - A team that values collaboration, accountability, and transparency Equal Opportunity Statement Compyl is an equal opportunity employer and does not discriminate on the basis of race, color, religion, national origin, ethnicity, sex (including gender identity, pregnancy, and sexual orientation), age, disability, veteran status, marital status, or any legally protected status under federal, state, or local law. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act (ADA) or applicable state/local laws. To request accommodation during the application process, please contact our Talent Acquisition team.

Requirements

Must-haves

Director of Customer Success
Build the Customer Success function from scratch: define the strategy, structure, and operating model that will scale with the business.
Own customer retention and growth, improve GRR by strengthening adoption, proactively managing risk, and reducing churn, while building a disciplined expansion motion that drives NRR and customer lifetime value.
Design and implement customer segmentation, health scoring, and a proactive engagement model to replace today's reactive, ad hoc approach.
Establish onboarding, adoption, and renewal playbooks that create a consistent, scalable customer experience.
Personally manage a portfolio of strategic accounts in the early stages, serving as a trusted advisor and escalation point.
Select and implement CS tooling (e.g., a customer success platform) to bring visibility and rigor to account health and forecasting.
Partner closely with Sales on account handoffs, expansion opportunities, and renewal forecasting; partner with Product on feedback loops and roadmap input.
Define and report on core CS metrics (GRR, NRR, churn, customer sentiment and advocacy, expansion revenue) to executive leadership, shaping the right measurement framework as the function matures.
Hire, build, and lead a Customer Success team as the function matures and scales.
Represent the voice of the customer internally, influencing product, marketing, and company strategy.
Comprehensive experience in Customer Success, Account Management, or a related revenue-facing role in B2B SaaS.
Track record of driving measurable improvements in net revenue retention, renewals, and expansion revenue.
Comfortable owning both strategy and execution, you're equally willing to build a playbook and personally run a renewal call.
Experience evaluating, selecting, and implementing CS and CRM tooling to build visibility and process where none previously existed.
Strong analytical skills, able to define metrics, build reporting, and use data to drive decisions.
Excellent executive presence and communication skills; comfortable operating as a strategic partner to Sales, Product, and the C-suite.
Self-starter who thrives in ambiguity and startup environments where infrastructure doesn't yet exist.

Nice-to-haves

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