Director, Customer Success

Director, Customer Success

It's a new day with a new opportunity at 8am!

About the role :

8am is scaling rapidly, and customer value is at the core of our growth engine. The Director of Customer Success will lead our Enterprise customer segment, oversee the Solution Consulting function, and own the delivery of outcomes that drive GRR, NRR, customer adoption, and value realization.

The Director of Customer Success will be accountable for the performance, development, and effectiveness of the Customer Success team while ensuring a consistent, measurable delivery of value across the customer lifecycle. This role requires a seasoned Customer Success leader with strong commercial acumen and a proven track record of reducing churn, expanding accounts, and building scalable, best-in-class CS programs.

This is a key leadership role that shapes our customer strategy, influences cross-functional priorities, and ensures 8am delivers an exceptional, high-impact customer experience.

About us :

At 8am, our vision is to power a world where professionals thrive. We start every day on a mission to empower professionals with the most trusted, innovative technology to deliver world-class outcomes for their clients and exceptional financial results for their business. They count on our purpose-built solutions to simplify operations, ensure compliance, and fuel profitable growth, so they can focus on their clients and do more of the work that matters.

Founded in 2005, 8am (formerly AffiniPay) is the professional business platform built to help legal, accounting, and other client-focused professionals run stronger, more profitable businesses. Today, more than 250,000 professionals across the U.S. trust 8am to help them work smarter, serve clients better, and unlock their full potential. We have been recognized as one of Inc 5000's fastest growing companies in the U.S. for 13 years in a row, and as a result, our teams continue to grow as well!

What you'll do :

• Lead and develop high-performing CS, Solution Consulting, and Program Management teams while setting KPIs and fostering a culture of accountability and customer advocacy.
• Oversee the full Enterprise customer journey, maintaining scalable playbooks, processes, and cross-functional alignment with RevOps, Product, Engineering, and Sales.
• Serve as the senior escalation point for strategic accounts and ensure smooth handoffs from pre-sales through implementation.
• Direct Solution Consulting across technical evaluations, value-based demos, and standardized customer workshops.
• Build and execute scalable CS programs (adoption acceleration, EBRs, risk mitigation, training, VOC) with clear KPIs and continuous iteration.
• Drive a data-informed CS organization through reporting on retention, customer health, adoption trends, and predictive forecasting.

About you :

Additional Information

The annual salary range for this position is $150,000 to $180,000 plus variable compensation. The salary range for performing this role outside of the US / Austin / California may differ. 8am is committed to offering competitive, fair and commensurate compensation and has provided an estimated pay range for this role. Actual compensation may vary based on job-related knowledge, skills, experience and education.

Why 8am :

At 8am, our culture is shaped by the people who bring it to life every day. Together, we build a company rooted in continuous learning, genuine community, holistic wellness, and meaningful engagementvalues that empower us as individuals and unite us as a team. Our culture is grounded in our core values : Work Smart, Win Fast; Outshine Ordinary, and We Find a Way. These values drive how we serve our customers and work with each other in a collaborative, inspiring, and empowering environment, every day.

Here's how we support our 8Team :

At 8am, we don't just offer benefits - we create an environment where people can thrive, grow, and make a real impact every day.

Diversity, equity & inclusion at 8am :

At 8am, we recognize that innovation occurs with a strong team of people who are diverse in background, personality, talent, and ideas. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of our culture. We are committed to creating a welcoming and transparent environment for all that embraces those differences through education, equal access to opportunities and information, inclusionary programs, and community outreach.

Security advisory :

Our hiring teams at 8am are dedicated to recruiting top talent that share our passion for serving the professional services industry through innovative financial technology. As such, our Talent Acquisition Team only follows legitimate hiring practices. We will always communicate with our candidates using emails with the 8am domain and will never ask for sensitive / personal data during the application process. All interviews take place over phone call, Zoom / Google Meet or in person. All offers are communicated verbally by our Talent Acquisition Specialists with a written offer letter as a follow up.