Director/Sr. Director of Customer Success

About AppSignal

We’re a small, thoughtful, friendly team, building tools developers love. We value clarity, focus, and steady progress. This role is key to making sure we continue shipping high-quality, developer-loved features that matter.

We welcome candidates of all backgrounds, genders, orientations, ethnicities, ages, and abilities.

Location preference given to those living in Austin, Amsterdam or London.

The Role

We’re looking for a Director of Customer Success (or Senior Director, depending on experience) to help write the next chapter of AppSignal’s customer story. We are excited to bring in a leader who combines expertise in SaaS businesses that leverage Product-Led Growth and, preferably, domain expertise in Observability or other developer tooling with a passion for building scalable, high-impact customer programs.

This role will oversee our Customer Success and Technical Support teams, drive adoption and retention, and create engaging, scalable ways for us to share knowledge with our community (think webinars, educational series, and new product update sessions). You’ll partner closely with our Product Management, Design, Development, Marketing, and Sales teams (so, pretty much everyone) to ensure our customers succeed and genuinely enjoy the extended product experience.

What You'll Do

●  Lead & Grow the Team: Manage, mentor, and expand our Customer Success and Technical Support functions, aligning resources to the company’s growth stage and evolving customer needs.

●  Own the Customer Journey: Define and continuously improve the customer journey - from onboarding to renewal - so customers achieve meaningful value with AppSignal.

●  Deliver Customer Education at Scale: Develop and lead customer education approaches and initiatives, including building and scaling webinar series and community initiatives highlighting new features and best practices.

●  Own the Voice of the Customer: Partner with Product and Marketing to bring customer insights into roadmap prioritization and messaging.

●  Drive Retention & Expansion: In partnership with our sales and marketing teams, drive strategies for renewals, upsells, and expansion.

●  Enhance Operational Excellence: Implement success metrics, playbooks, and reporting that scale with our customer base.

●  Increase Market Leadership: Leverage (and deepen) your knowledge of the Observability market to guide customers and help position AppSignal competitively.

What We're Looking For

●  5-8 years in Customer Success, Account Management, or related functions in B2B SaaS

●  At least 3+ years in a leadership role (Director/Senior Manager)

●  Bonus points for experience in Observability, DevTools, or Infrastructure SaaS

●  Strong communicator with the ability to inspire customers and cross-functional teams

●  A blend of strategic thinking and willingness to dive into the weeds

●  Data-driven approach to decision-making (you love metrics, dashboards, and iteration)

●  Nerdy enthusiasm for teaching, presenting, and engaging with developer audiences

●  Preference given for those living in Austin, Amsterdam, or London

What We Offer

●  A chance to shape the future of Customer Success at AppSignal during a pivotal growth moment.

●  A joyful, developer-centric team that values craft, creativity, and customer empathy.

●  Remote role, with co-working budget (and ability to enjoy future office or shared co-working space if hired in Austin)

●  The usual good stuff: competitive salary, equity, healthcare, unlimited PTO, and team retreats. And yes, stroopwafels.