Director of Customer Success

Our mission is to become the market leader for HIPAA compliant email security. 

We are driven by the Paubox Foundations, which are core principles we care intensely about. They lay the groundwork for building a company of long-lasting and exceptional value.

The Paubox Foundations are:

• Customer feedback. We use customer feedback as our roadmap of what to build and when to build it.
• Big ideas matter. We know customers want security, reliability, and ease of use. These are big ideas that will not change over time.
• GSD. We don’t just talk about getting the job done; we get the job done.
• We do the homework. In a fast-paced environment, we do our homework before we embark. We don’t skip the hard work or ignore the details.
• Honesty and trust. Honesty builds trust with our customers and our team. We know that honesty is essential to thriving at Paubox.
• Clear communication. We thrive when there is clear, consistent communication with customers and with each other.
• Data-driven. Business decisions are driven by data, not emotion.
• We are leaders, not followers. We provide leadership in our industry, to our customers, and in our communities.

As only the paranoid survive, we know that to ensure future success, we must become an AI-native company. In other words, we are growing while keeping headcount relatively flat. We are not pursuing AI to replace people.

This role is fully remote, however applicants must be in the United States.

About the role

Paubox is looking for a Director of Customer Success to modernize our full post-sales operation, overseeing customer implementation, support, and success. 

In this pivotal role, you will be at the forefront of innovation, leading our AI initiatives to modernize how we onboard, retain, and grow our 9,000+ customers. If you thrive in fast-paced startup environments and are passionate about building world-class customer experiences through both human connection and cutting-edge technology, we want to hear from you.

Your day-to-day

• Identify and implement AI-native strategies that enable teams to deliver world-class customer experiences.
• Own retention performance, renewal forecasting, and expansion alignment with Sales
• Establish and drive a sustainable operating model across post-sale functions, ensuring accountability, predictability, and scalability.
• Provide oversight and leadership for the implementation, support, and customer success teams.
• Drive and report on key performance indicators including retention, churn, and adoption.
• Partner closely with sales, marketing, operations, and product teams to surface customer feedback on products.
• Foster a culture of continuous improvement and professional growth.

What you'll need to succeed

• An AI-native mindset.
• Hands-on experience implementing AI and other technologies to increase team efficiency while delivering a “right touch” model for customers from SMB to enterprise.
• Proven leadership in customer success or account management within B2B SaaS.
• A track record of success in high-growth, fast-paced startup environments.
• Deep understanding of customer success metrics across the post-sales journey and the ability to turn data into strategy.

It would be great if you also have

• Experience with HubSpot and Claude
• A background in the healthcare industry or deep knowledge of HIPAA compliance.
• Experience managing and aligning multi-departmental structures.

What you'll get from us

• A fully-remote work environment, no RTO here!
• Cigna or Kaiser Permanente healthcare coverage (location dependent)
• Dental and vision insurance through Principal
• 401(k) retirement account
• Sick and vacation time totaling 28 days per year
• 8 paid annual holidays
• Stock option grants
• Company-provided MacBook and other necessary equipment
• $500 quarterly stipend for professional development

Salary data for this role

• Base salary range is set at $190,000
• Annual target bonus is $20,000 (prorated based on start date for the first year)

Paubox is an equal opportunity employer. All qualified applicants will be considered for employment regardless of their social identities, including but not limited to race, gender, color, religion, belief, national origin, age, sexual orientation, disability, and other protected classes.

We encourage all candidates to apply for roles they feel they have the skills to fulfill or a willingness to learn.

This is a full-time remote position, and requires individuals to operate a company-provided computer effectively for the duration of their workday.