CAREERS · EXECUTIVE & PROFIT-CRITICAL Albright Laboratories is an equal opportunity employer. View all open roles.
Executive & Profit-Critical

Director of Customer Success

Level: Director Department: Customer Success Location: Florida HQ / Remote-OK Classification: W-2

Mission

Own post-sale customer experience across BrightFlow, Albright Studios, and Albright Holdings — onboarding, adoption, expansion, and retention. Build the success function that drives NRR > 120%.

Responsibilities

  • Build and own the customer journey from contract signature through renewal
  • Hire and manage CSMs across product lines
  • Establish health scoring, churn risk, and expansion playbooks
  • Partner with product on roadmap based on customer signal
  • Own renewal forecasting and expansion pipeline
  • Establish customer education programs and self-serve content
  • Report NRR, GRR, and adoption metrics to the executive team monthly

Required qualifications

  • 7+ years customer success experience; 3+ years managing CSMs
  • Demonstrated NRR improvement track record at a B2B SaaS company
  • Strong cross-functional partnership skills with product and engineering
  • Comfort in CRM and CS-platform tooling (Gainsight, Catalyst, ChurnZero)

Preferred qualifications

  • Prior CS leadership at a fintech, GovCon, or media-tech company
  • Working knowledge of trading-platform or media-production workflows
  • Experience with high-touch enterprise accounts
  • Florida base
Albright Laboratories is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. Compensation bands reflect published US benchmarks at the cited source and may be adjusted for experience, location, and total compensation mix. Federal-Cleared roles require US citizenship and an active or eligible security clearance per the role description.