Director of Customer Success at Descript | Remote

About the Role Descript is on the lookout for a Director of Customer Success who is strategic, empathetic, and execution-focused, to spearhead, scale, and enhance our Customer Success operations. As the head of a rapidly growing Customer Success Management (CSM) team, you will play a crucial role in establishing best practices, refining our post-sale processes, and collaborating cross-functionally to boost adoption and growth within our Enterprise customer segment. This pivotal role is tailored for a builder who thrives in dynamic, early-stage environments. You will partner closely with the VP of Sales to craft our customer success strategy, guarantee customer satisfaction and growth, and position Descript as the industry leader in modern media creation workflows. Key Responsibilities Lead & Cultivate a High-Performing CSM Team Manage, mentor, and expand a talented team of Customer Success Managers tasked with onboarding, adoption, retention, and growth in strategic Enterprise accounts. Set team operating frameworks, KPIs, and performance expectations that enhance customer value and drive commercial success. Foster a culture of curiosity, collaboration, accountability, and continuous improvement. Define & Implement Customer Success at Descript Create scalable Customer Success programs, processes, and playbooks for onboarding, adoption, renewal, expansion, and risk management. Collaborate with the VP of Sales to determine the long-term vision for Customer Success, success metrics, and team structure as it evolves. Deploy systems and tools that enable visibility, efficiency, and data-informed decision-making throughout the customer journey. Enhance Customer Outcomes Across Our Enterprise Portfolio Oversee executive engagement strategies, ensuring CSMs are perceived as trusted advisors by our most valuable accounts. Work alongside Sales leadership to jointly manage revenue outcomes, including retention, renewals, and expansion initiatives. Develop frameworks to identify at-risk customers, proactively intervene, and secure long-term account health. Influence Product Development & Shape the Future of Descript Act as a senior voice of the customer across Product, Engineering, Design, Marketing, and Support. Convert customer feedback into actionable opportunities, guiding roadmap prioritization and product strategy. Ensure the Customer Success organization is seamlessly integrated with cross-functional teams.

About the Role Descript is revolutionizing the way teams create, collaborate, and communicate through video and audio. As we continue to expand and enhance our presence in the enterprise sector, we are in search of a remarkable Sales Director for the US to spearhead our next phase of growth. This is an exceptional chance to build, mentor, and inspire a high-performing team of Account Executives while partnering with some of the world’s most innovative companies, helping them transform their content creation processes using AI-driven workflows. In your capacity as a senior sales leader, you will be instrumental in shaping our go-to-market strategy. You will establish high standards for hiring, coaching, and developing elite sales talent. By fostering a culture that emphasizes strong fundamentals, disciplined execution, and a steadfast commitment to customer success, your leadership will influence enterprise organizations in adopting AI-enhanced video creation at scale — positioning you as a key player in building one of the most prestigious go-to-market organizations in the SaaS industry. If you are passionate about constructing category-defining teams, thrive in high-growth environments, and aspire to leave an indelible impact on the future of AI-powered content creation, we look forward to meeting you. Your Responsibilities Team Leadership & Growth Recruit, lead, and mentor a US-based team of Enterprise Account Executives focused on acquiring and expanding high-value customer accounts. Establish clear expectations, operational rhythms, and performance metrics to consistently meet and exceed Annual Recurring Revenue (ARR) goals. Foster a high-trust, high-accountability culture where top performers can excel and achieve their career best. Sales Strategy & Execution Oversee pipeline health for your segment, ensuring predictable future revenue through meticulous qualification, forecasting, and deal analysis. Promote a proactive outbound and pipeline generation culture; ensure every team member masters prospecting fundamentals and takes charge of top-of-funnel activities. Enhance and execute strategic account plans to deepen engagement at the executive level, unlock new use cases, and accelerate growth. Cross-Functional Collaboration Collaborate closely with Marketing, Product, and Customer Success teams to ensure alignment on messaging, customer outcomes, lifecycle strategies, and enterprise operational efficiency. Provide structured feedback to Go-To-Market and Product leadership, grounded in customer insights, to guide roadmap and narrative development.

Join Our Team as an Infrastructure Engineer At Descript, we are dedicated to revolutionizing the way audio and video content is created and edited. Our mission is to make this process fast, easy, and accessible for everyone. We are developing a state-of-the-art media editor that leverages real-time collaboration, innovative user experience, and advanced AI technology. We envision a future where content creation is seamless and enjoyable. As an Infrastructure Engineer, you will take ownership of the reliability and performance of our production systems. You will lead initiatives that empower our engineering team to enhance the quality and efficiency of their work. Your role will involve managing and optimizing our core production infrastructure, which serves as the foundation for all engineering efforts. We seek individuals with a strong grasp of systems fundamentals, a passion for teaching and mentoring, and the ability to make strategic decisions. In this position, you will collaborate closely with engineering leadership to define what reliability means at Descript as we scale. If you are excited about shaping the future of a beloved product, this role is perfect for you! Your Responsibilities: Develop technical and business solutions that enhance the quality and reliability of our product features and systems. Lead initiatives to improve the reliability of our core infrastructure, including production clusters, networking, databases, and observability systems. Promote best practices during code reviews, technical design discussions, and launch planning. Oversee our incident management and fire drill processes. Work with engineering leadership to set goals and prioritize production reliability efforts.

The Mission Descript is transforming the landscape of content creation by integrating traditional editing practices with cutting-edge AI technologies. Our goal is to streamline every stage of the creation process—from recording and transcribing to editing and sharing—making it faster and easier than ever to produce high-quality content. About the Team: Our Growth Engineering team is in its second year, and we are focused on developing both a repeatable sales model and a self-service approach simultaneously. We are seeking two exceptional engineers, at the senior to staff level, who possess the insight to identify strategic opportunities, the agility to test them, and the expertise to scale successful initiatives. Join us to unlock significant growth potential! What You'll Work On At Descript, our growth efforts encompass the entire user journey—from the moment a user signs up to when they become an indispensable part of our community. This role goes beyond minor adjustments; it’s about crafting systems that fundamentally transform our growth trajectory. Build the Systems that Enable Growth Design and maintain the experimentation playbook, establishing frameworks, tools, and best practices to facilitate efficient testing across the team. Architect personalized user journey systems that tailor the product experience based on individual user profiles and goals. Create data pipelines and instrumentation that provide real-time insights into performance metrics. Run Impactful Experiments Oversee A/B testing from start to finish: formulate hypotheses, instrument features, deploy them, analyze outcomes, and iterate. Manage activation and onboarding processes to ensure new users quickly realize the value of our platform and continue to engage. Foster a metrics-driven culture by collaborating with Data and Product teams to define optimization goals and build towards them. Shape the Product Beyond Just Code Develop full-stack solutions that encompass both frontend (dynamic React UI) and backend (APIs) components. Collaborate with Product and Design teams to clarify what we are building, not just how we build it. Use a systems-thinking approach to enhance team processes; your insights will be highly valued.

About DescriptDescript is a pioneering, AI-driven collaborative platform designed to simplify video creation, editing, and sharing for everyone. Our mission is to empower teams to edit videos effortlessly and provide powerful tools for our dedicated video teams.As a product-focused and customer-centric organization, we prioritize craftsmanship, speed, and clarity in thinking. User research is integral to our process, helping us understand our users deeply and enabling teams to cultivate better product intuition, ultimately leading to superior products for our customers.About the RoleWe are seeking a Lead UX Researcher to influence product decisions and establish user research practices throughout Descript.In this senior individual contributor role, you will take ownership of complex problem spaces from inception to conclusion, while also enhancing how teams connect with users by providing improved tools, systems, and practices. This encompasses foundational and ethnographic research, enhancing our methods of synthesizing and disseminating insights, and empowering PMs and designers to conduct high-quality research independently.Descript caters to a diverse array of creators and enterprises, each with unique workflows and objectives. This position is crucial for fostering a deep understanding of our users and ensuring that this understanding consistently informs product decisions.If you are enthusiastic about joining a customer-focused culture, driving impactful research, and amplifying its influence across a product organization, we would love to connect with you.

About the RoleJoin us as we revolutionize the creation of audio and video content with our cutting-edge AI-driven platform and web application. Our mission is to simplify the process of recording, transcribing, editing, and mixing audio and video online, presenting unique technical challenges that require innovative solutions.We are seeking a seasoned software engineer to develop a state-of-the-art video editing and streaming platform that will enhance the core editing and AI functionalities of our application.

Why Join Ivo?At Ivo, we pride ourselves on offering premier AI-driven products in the expansive realm of enterprise contracts. Our impressive growth trajectory has seen us expand our Annual Recurring Revenue (ARR) by 6X over the past year, solidifying our reputation by partnering with some of the most renowned brands globally, including Reddit, Pinterest, CDW, Canva, Uber, and IBM. Recently, we secured a $55M Series B funding round, which is fueling our rapid expansion.With a diverse clientele of over 400 global customers, we are on the lookout for a dynamic and experienced leader in customer success to elevate our service offerings and ensure that our clients enjoy an exceptional experience with our products.Position OverviewWe are in search of a visionary Head of Customer Success to establish and lead our customer success strategy. This pivotal role is essential to guarantee that our customers derive remarkable value from their engagement with Ivo.As a builder, you will create and refine the systems, processes, and team dynamics that foster user engagement with Ivo, ensuring our users share our enthusiasm for the platform. You will oversee the entire customer success spectrum across our enterprise and mid-market sectors, leading a team of top-tier Customer Success Managers dedicated to driving user success.

As the Director of Strategic Partnerships at Descript, you will spearhead our ecosystem strategy, cultivating and expanding relationships that enhance distribution, unlock commercial opportunities, and improve our product offerings via integrations. This role is highly collaborative, integrating business development, product strategy, and co-marketing. Your responsibilities will encompass the full cycle of partnership strategy—from identifying promising opportunities to structuring agreements and ensuring ongoing success and adoption. We seek a candidate with strong product insight, extensive experience in partnerships, and the ability to represent Descript convincingly to senior leaders in technology, AI, and media sectors.

The Opportunity:Join Reevo as the Head of Customer Success, where you will oversee all aspects of our post-sales operations. You will be responsible for driving customer activation, maximizing product usage, and ensuring high retention rates. Your primary goal is to guarantee that customers achieve the outcomes they expect from Reevo, and to create a scalable model for success.In this role, you will lead and expand the entire post-sales team, including:Onboarding and Activation (Implementation)Customer Success Managers (CSMs)Technical Account Managers (TAMs)Customer SupportYou will establish the frameworks, systems, and performance metrics that convert implementation to sustained adoption, adoption into tangible business results, and results into increased retention – all while collaborating closely with Sales and Account Management for renewals and growth. You will treat customer outcomes as a quantifiable business function that you manage comprehensively.We prioritize fostering a robust in-person culture, and we are currently in a phase of growth. Thus, we expect the team to work from our SF office five days a week — this is critical to our operational success and scaling efforts.Who You Are:A customer-centric business leader who is passionate about ensuring a seamless journey from activation to adoption, outcomes, and retention. You create teams and processes that make time-to-value predictable, product usage consistent, and renewals straightforward.You possess strong operational insights. You have a proven track record of scaling post-sales organizations while maintaining a balance between structure and adaptability across various segments, ensuring a high standard for customer experiences and execution quality.You approach challenges strategically and holistically, linking product usage patterns and customer outcomes with product development, go-to-market strategies, and sustainable unit economics.You are a skilled communicator and influencer—trusted by executives, product teams, and customers to manage complexities, foster alignment, and make informed decisions.You excel in ambiguous environments, bringing clarity, energy, and steadiness as the organization evolves.What You'll Do:...

Join Casap as the Head of Customer SuccessCasap is a pioneering Series A startup based in San Francisco, having successfully raised over $30 million from esteemed investors like Emergence, Lightspeed, and Primary Ventures. Founded by visionary product leaders from Robinhood and Chime, our mission is to revolutionize banking operations by automating disputes and combating friendly fraud. Our innovative solutions have garnered appreciation from everyday users to major financial institutions.We are on the lookout for a Head of Customer Success to spearhead the entire post-onboarding customer experience and establish a top-notch Customer Success department from scratch. You will be responsible for developing and executing strategies across customer success, support, renewals, and account growth, ensuring optimal customer satisfaction and retention. Collaborating closely with Sales, Product, Engineering, and Implementation teams, you will help our customers derive maximum value from our offerings.

The RoleWe are in search of a motivated and innovative Account Executive to champion Descript’s cutting-edge video and AI solutions, helping businesses globally enhance their operations.As one of our initial sales team members, you will play a pivotal role in crafting our sales strategy, refining our approach, and driving significant revenue growth. This position offers a unique chance to work closely with Product and Marketing teams, collaborating across the organization to shape the future of Descript’s enterprise and creator sales initiatives.What You’ll DoTake full ownership of the sales process, from prospecting to closingDesign and implement outbound strategies to identify and engage new business opportunitiesConduct product demonstrations and facilitate technical and business discussions with various stakeholdersEstablish and nurture executive-level relationships with enterprise clientsWork collaboratively with internal teams to enhance the customer experience and provide valuable insights for product and marketing strategies

About Sprinter HealthSprinter Health is on a mission to revolutionize healthcare access by transforming the patient experience, delivering care directly to homes and leveraging technology for scalability.We are developing a robust technology and clinical service infrastructure to facilitate preventive, connected healthcare for everyone across the United States. Our hybrid care model, which combines in-home and virtual services, is supported by data-driven products available in over 15 states, reaching more than 60% of the US population through leading health plans and systems. With over 1 million patients served and a remarkable Net Promoter Score (NPS) of 92, we are rapidly expanding our impact. Our talented team of technologists, clinicians, and operational experts is backed by esteemed investors including a16z, General Catalyst, GV, and Accel, who have previously supported innovative companies such as Devoted Health, Livongo, and Airbnb.About the RoleAs the Director of Customer Success, you will play a pivotal role in ensuring the successful implementation, ongoing satisfaction, retention, and growth of our customer portfolio at Sprinter Health. You'll collaborate with various teams to uphold best practices, policies, and customer-centric initiatives while acting as an internal advocate to facilitate processes that drive sustained customer success.What You'll DoFoster customer relationships that establish trust and credibility as a strategic partner.Work cross-functionally to guide customers through their journey with Sprinter Health, ensuring high satisfaction, adoption, and partnership success.Collaborate with customers to create a multi-year strategic growth plan with ambitious targets.Build relationships at all organizational levels within customer accounts to facilitate effective communication and remove obstacles to growth.Act as the Voice of the Customer by relaying feedback to the product team to inform product development.Drive annual revenue objectives and oversee the renewal of customer contracts.Identify potential customer risks proactively and collaborate cross-functionally to implement solutions and improvement plans.

Who Are We?Postman stands as the premier API platform globally, embraced by over 45 million developers and 500,000 organizations, including an impressive 98% of the Fortune 500. We empower developers and professionals worldwide to cultivate an API-first future by refining every aspect of the API lifecycle and enhancing collaboration—allowing users to build superior APIs more efficiently.Headquartered in San Francisco, Postman also has offices in Boston, New York, Austin, Tokyo, London, and Bangalore, where it was originally established. As a privately owned entity, we are backed by esteemed investors such as Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. For more details, visit postman.com or connect with us on X via @getpostman.P.S: We recommend exploring The "API-First World" graphic novel to gain deeper insights into our vision at Postman.The OpportunityWith millions of developers and thousands of enterprises in our customer base, we are committed to scaling operational systems that enable our Customer Success teams to navigate the customer lifecycle with precision and clarity.The Director of Customer Success Operations will architect the operational frameworks that support our post-sales organization, reporting directly to the Head of GTM Operations.What You’ll DoCustomer Lifecycle InfrastructureDesign scalable processes to facilitate the entire customer lifecycle, covering:OnboardingAdoption and engagementExpansion opportunity identificationRetention and churn managementCustomer Systems & ToolingOversee the operational systems that underpin the Customer Success organization, including:CS platformsCRM workflowsProduct usage integrationsLifecycle segmentation infrastructureCollaboration with the GTM Systems team to ensure seamless data integration across systems.Customer Data & Health FrameworksEstablish systems that enable Postman to assess customer engagement and risk. You will develop frameworks for:Customer health scoringLifecycle managementRisk assessment and mitigation

About Wonderschool Wonderschool is dedicated to ensuring every child has access to high-quality early childhood education, empowering small business owners to successfully launch and develop childcare programs through our innovative software, expert coaching, and robust support. Partnering with government entities, we aim to modernize childcare infrastructure and enhance accessibility. We are at the forefront of creating an industry-defining platform that merges marketplace dynamics, SaaS solutions, and public sector systems, increasingly enhanced by artificial intelligence. Our suite of products enables childcare providers to efficiently manage and grow their businesses, encompassing aspects from enrollment and marketing to licensing, compliance, and daily operations. Our agile, dynamic team is focused on building scalable systems. We value individuals who take initiative, embrace rapid experimentation, and leverage modern technologies—including AI and automation—to amplify their impact. This pivotal role ensures our platform and partnerships yield tangible results for our clients, encompassing successful deployments, strong user adoption, and sustained customer retention.

About the RoleAs a leader in the rapidly evolving field of automated video editing, Descript is at the forefront of innovation. Our platform empowers media companies to transform thousands of podcast episodes into engaging social media clips and enables marketing teams to effortlessly produce product demos with each release. Agencies can streamline client content processes while maintaining consistent branding, all at scale.In your role as the Product Manager for this pioneering initiative, you will develop and oversee the platform that makes these capabilities a reality. You will design APIs that allow developers to programmatically import media, implement AI-driven edits, and export content. Essentially, you will be transforming Descript's robust editing functionalities into a reliable infrastructure that media enterprises can trust.

About DescriptAt Descript, we revolutionize the way audio and video content is created, making it as effortless as editing text. Our innovative platform empowers creators, teams, and enterprises to seamlessly record, edit, and collaborate on a variety of multimedia projects including podcasts, marketing videos, and educational content. We are dedicated to eliminating the complexities of multimedia production, enabling everyone to share their stories with ease.Role OverviewAs a dynamic AI Growth Specialist (Business Development Representative) at Descript, you'll play a pivotal role in our growth strategy. You will be on the front lines, identifying and qualifying new business opportunities while building meaningful relationships with decision-makers in modern media, marketing, and enterprise teams. Your contributions will directly support our Account Executives in generating a robust sales pipeline, and your performance will be evaluated based on your activity, pipeline development, and successful revenue conversions.This is a highly collaborative position where you will work closely with teams across Marketing, Sales, Customer Success, and Product to enhance our messaging, target ideal buyers, and refine scalable playbooks.Your ResponsibilitiesLead proactive outbound prospecting efforts through various channels including email, phone, social media (LinkedIn), and follow up on inbound leads to secure qualified meetings for the Account Executive team.Implement targeted outreach sequences that balance personalization with scalability, taking ownership of the top of the funnel for your assigned market segments.Qualify potential deals using the MEDDPICC framework, maintain a healthy pipeline, and consistently deliver high-quality leads to AEs.Achieve weekly and monthly activity and pipeline goals, including calls, emails, meetings, and SQLs.Utilize CRM and sales engagement tools (Salesforce, Unify, Apollo, LinkedIn Sales Navigator) to track your activities and report on key funnel metrics.Collaborate with Marketing to test, optimize, and refine messaging, campaigns, and inbound conversion strategies.Act as the voice of the customer by sharing insights on buyer challenges, competitive intelligence, and feature requests with Product and GTM teams.Contribute to the development of playbooks and training materials for future Sales Development Representatives.What We Seek1-3 years of professional experience, preferably in SaaS, AI, or Investment Banking.Proven track record in outbound prospecting and generating meetings for quota-driven teams.Exceptional written and verbal communication skills; able to craft engaging outreach and lead productive discovery conversations.Adept at working in a high-activity environment, with a strong focus on metrics and continuous improvement.Experience with CRM and sales engagement tools; eager to learn and adapt to new technologies and processes.Demonstrated grit, curiosity, and the ability to learn quickly from feedback.Willingness to familiarize yourself with our core systems and workflows.

About the RoleAt Descript, our innovative script-based editing features are the cornerstone of trust for creators managing their most critical content—be it product launches, client interviews, marketing campaigns, or any content that showcases their brand to audiences.As a Product Manager for the Narrative Editing team, you will take charge of how users capture, edit, and refine their stories. You will influence the script-first editing approach that simplifies video production to the level of document editing, integrate recording and writing tools that allow seamless creation within Descript, and enhance AI regeneration features to ensure edits feel natural and fluid.This is your chance to develop pivotal features that professional creators rely on while collaborating with cutting-edge AI technology, benefiting from a product that users adore, and being part of a small, dynamic team where your contributions are impactful and visible.

About the Role Descript is at the forefront of transforming traditional editing practices by seamlessly integrating AI technologies throughout the content creation journey—encompassing recording, transcription, editing, and sharing. Our goal is to simplify and accelerate the production of high-quality content. We are seeking an Engineering Manager to spearhead our Agent team, dedicated to developing the premier Agentic Video Editor, Underlord. This dynamic field presents unique technical challenges in delivering high-quality, cost-effective Agents to navigate the multimodal complexities of video content. You will oversee a team of 5-6 software engineers, report directly to the Head of AI Engineering, and collaborate closely with various teams across engineering, product development, design, and AI research. Agent-driven editing is a key focus for our company, and this role demands exceptional product insight and strategic partnership skills as the team innovates high-quality experiences in Agentic Video Editing. About the Team: Since launching in Open Beta in July 2025, Descript's Agent team has been tirelessly enhancing the user experience for chat-based editing. We are continually expanding our agent's capabilities and refining our infrastructure to keep pace with advancements in AI models. The Agent product engineering team maintains a close partnership with our AI Research team to fulfill our mission of making video editing accessible to everyone. Your management peers and team members are based in San Francisco, New York, and distributed across the United States and Canada. This position is ideal for you if you are passionate about advancing in the following areas: Creating an unparalleled product experience for agentic video editing interactions (e.g., optimizing prompt templates and key user workflows, addressing user feedback, and implementing core product features like chat history). Leading rapid, data-driven experiments to enhance the quality of the video editing agent (e.g., conducting model/routing experiments, pricing tests, and investing in core agent functionalities). Enhancing the Agent Quality flywheel to prioritize our development roadmap by utilizing user data and feedback to improve evaluation and product analysis processes. Collaborating with AI Research to outline the roadmap for innovative Agent enhancements (e.g., exploring novel context management strategies and developing new models). What You'll Do: Your primary focus in 2026 will be to elevate quality as we transition from beta to General Availability (GA) and deliver significant impact for the business.

Join our dynamic team at dev2 as a Customer Success Executive where you'll be instrumental in ensuring our clients have an exceptional experience with our services. In this fully remote position, you will engage with customers to understand their needs and provide tailored solutions that enhance their satisfaction and success.Your role will involve regular communication with clients, addressing their inquiries, and proactively seeking feedback to improve our offerings. You will collaborate with cross-functional teams to resolve issues and ensure that our clients are maximizing the value of our products.If you are passionate about customer success and have a knack for building relationships, we want to hear from you!

Join dev2 as the Executive Director of the Hiring Success Center of Excellence, where you will lead initiatives to enhance recruitment efficiencies and drive talent acquisition strategies. This is a unique opportunity to shape the future of hiring practices within a forward-thinking organization dedicated to innovation and excellence.