Director of Customer Success

Cobu is a seed-funded, profitable, remote-first SaaS prop-tech company serving the multifamily real estate industry with a B2B2C community-building platform. The Director of Customer Success will lead and scale the B2B CS function while directly owning Cobu’s most critical customer relationships to improve retention, renewals, and expansion outcomes.

• Own revenue retention for approximately 20 top B2B customer accounts and serve as the executive point of contact for customer leadership.
• Reduce CEO/COO involvement in day-to-day customer management while increasing customer confidence and retention.
• Own customer health, churn risk, renewals, and expansion signals; lead executive check-ins, QBRs, and renewal conversations.
• Ensure customers understand and realize measurable business impact and ROI from Cobu.
• Own B2B churn, retention, renewals, and Net Revenue Retention (NRR); partner with Sales on renewal and expansion strategy.
• Design and implement a data-driven customer health framework including segmentation, early-warning indicators, and escalation/intervention playbooks.
• Build the B2B Customer Success operating system from the ground up, including onboarding frameworks, adoption motions, renewal/expansion workflows, and CS playbooks (e.g., wow moments, time to value).
• Design CS for scale by leveraging AI and automation prior to significant team growth.
• Personally design and own CS tooling, workflows, and reporting; implement and configure CRM/CS platforms and AI-first CS tools.
• Use Excel/Google Sheets and AI for cohort analysis, churn modeling, and health scoring; work with BI and analytics tools.
• Lead AI implementation across CS (health scoring, churn prediction, sentiment analysis, automated QBRs/executive reporting, internal efficiency and insight generation).
• Lead, develop, and scale the B2B Customer Success team; define roles, responsibilities, and scorecards; transition lower-tier accounts into structured ownership.
• Serve as the internal voice of the B2B customer; translate customer insights into prioritized input for Product and GTM teams; partner with Sales/Marketing on proof points and messaging.

• 10+ years in Customer Success with senior leadership experience.
• Very early-stage startup experience as one of the first CS hires (e.g., pre-product-market fit, under 15 employees).
• Direct ownership of executive-level B2B customer relationships.
• Proven success owning churn, retention, renewals, and Net Revenue Retention (NRR) outcomes.
• Hands-on experience applying AI in Customer Success.
• Track record of establishing meaningful (including in-person) customer relationships at all levels.
• Executive presence with strong relationship-building, communication, responsiveness, and follow-through.
• Willingness to operate as a hands-on player/coach in an ambiguous environment with adaptability and creativity.
• Ability to map customer journeys, define wow moments, accelerate time-to-value, and drive exceptional customer experiences.
• Ability to travel.
• Preferred: multifamily/proptech/adjacent real estate technology experience; experience with property owners/asset managers/property management companies; experience in complex multi-stakeholder B2B environments; experience with B2B2C platforms.

• Location: Remote (US).
• Compensation: Base salary $150,000–$170,000 plus ~10% performance bonus tied to churn and other business metrics.
• Equity: Vesting over 4 years with a 1-year cliff.
• Benefits: Unlimited vacation; health insurance (medical, dental, vision); 401(k).
• Travel: Required.