Senior Director of Customer Success

Smartcar is on a mission to simplify how people securely connect their favorite apps and services to their cars. We build developer-friendly vehicle APIs so businesses can use a single integration to make their products available to cars across brands.
Founded in 2015, Smartcar has raised $36M from Andreessen Horowitz, New Enterprise Associates, and Energize Capital. We are now the leading developer platform for mobility businesses across North America and Europe, serving amazing customers such as Uber, Turo, NRG, Uplight, Emovis, and AutoNation.
Innovative mobility companies use our API platform to manage EV charging, verify mileage, issue digital car keys, monitor fleets, and much more.
As the Senior Director of Customer Success, you will report to Laura Huddle (CRO), and play a critical role in driving customer retention, satisfaction, and growth. You will oversee and lead two key teams—Account Management, and Solutions Architecture—ensuring they are aligned to achieve company growth objectives and exceed customer expectations. This position requires a dynamic leader who can balance strategic vision with operational execution, while fostering a culture of customer-centric excellence.
Feel free to check out what our interview process looks like.
This role is remote within the United States. We’d love for you to join us!

Key Responsibilities

• Manage and mentor the Account Management (quota-carrying) and Solutions Architecture teams, ensuring they deliver exceptional customer experiences.
• Establish clear KPIs and goals for each department to ensure accountability and high performance.
• Build and nurture a high-performing, customer-first culture across all teams.
• Develop and execute strategies to drive customer retention, minimize churn, and achieve company revenue targets.
• Collaborate with cross-functional teams (e.g., Product, Sales, and Marketing) to identify and address customer needs, ensuring ongoing alignment with business goals.
• Join forces with Sales to create a strong GTM plan for customers, enabling them to hit the ground running through the onboarding and implementation process.
• Partner with the Account Management team to create expansion opportunities and grow key accounts.
• Craft playbooks and process based on customer segment (enterprise, mid-market) and category (energy, insurance, road usage charge, ride sharing, etc).
• Guide executive level negotiations to achieve key outcomes with top customers.
• Champion the voice of the customer within the organization to influence product development and operational improvements.
• Set and maintain a high bar for customer satisfaction metrics (e.g., CSAT, NPS).
• Drive initiatives to proactively identify and resolve customer challenges.
• Define and refine rigorous processes, tools, and systems to optimize team efficiency and scalability.
• Develop playbooks and frameworks to ensure consistent and impactful customer interactions.
• Monitor and analyze performance metrics, providing regular reporting to executive leadership.
• Contribute to overall company strategy as a key member of the leadership team.
• Anticipate customer needs, market trends, and competitive dynamics to drive long-term customer success strategies.
• Manage departmental budgets, ensuring resource allocation aligns with strategic goals.

Who You Are

• Proven track record (10+ years) in Customer Success, Account Management, or related roles within a SaaS environment; experience in leadership roles is essential.
• Demonstrated success in managing cross-functional teams, including quota-carrying Account Managers, and Solutions Architects.
• Strong analytical and problem-solving skills, with experience using customer success metrics to inform decision-making.
• Exceptional communication and interpersonal skills, with a talent for building trust and credibility with customers and internal stakeholders.
• Strategic thinker with the ability to execute operational plans in a fast-paced startup environment.
• Familiarity with customer success tools and methodologies.

Manager

• Laura Huddle (CRO)

Your Team

• Ben Shepherd
• D'Angelo Sanders
• Emily Babus
• Andy Simon
• Helen Wann

Compensation and Benefits Package

• Base salary determined by years of experience: $160,000 - $190,000.
• OTE: $229,000 - $270,000 OTE (70/30 split).
• Equity.
• Remote work within the United States.
• Health, Dental and Vision covered at 90% for all plans and 80% coverage for dependents, which amounts to approximately 11 thousand dollars a year.
• 401K matching at 4%.
• Unlimited PTO.
• Wellness stipend of $50 a month.
• Cell phone and Internet stipend of $50 a month.
• $300 yearly learning and development stipend.
• $350 work-from-home stipend.
• 8 weeks of 100% paid parental leave with an additional 4 weeks unpaid, 1-week half day ramp back time and a 5 week Factor subscription.
• 10 days of paid bereavement leave.

Expected Hours

• This role offers flexibility to work standard hours for your time zone, though aligning with leadership on the West Coast between 9 AM and 4 PM PT is ideal. For those based on the East Coast, there may also be opportunities to overlap with European working hours as needed. We aim to schedule meetings respectfully, but occasional late evening or early morning meetings may be necessary to accommodate global collaboration.

Sponsorship

• We do not currently support any new sponsorship opportunities or sponsorship transfers for this role

Recruiter For This Role

• Jackie Leary

Smartcar is an equal opportunity employer. If you require accommodations for a disability or special need during the interview process, please contact us at HR@smartcar.com. We're here to ensure your comfort and provide reasonable support. Apply