Paragon is an embedded integration platform for SaaS apps - we enable companies to build products that integrate with the SaaS ecosystem.
As our Director of Customer Success (or Customer Experience), you’ll define the vision for how our customers interact with us from day one, then build and inspire the teams that deliver on that vision. You’ll oversee our Post-Sales motion, which includes Success, Support, and Solutions—Technical Support Engineers (TSEs), Solutions Engineers (SEs), and Customer Success Managers (CSMs)—ensuring they have the tools, processes, and mindset to excel. Working cross-functionally with Product, Engineering, and Operations, you’ll develop data-driven strategies that drive retention, satisfaction, and growth.
If you thrive in a fast-paced environment and enjoy taking full ownership of building scalable processes, this role is for you. You'll work with us in our office in West LA, or if you're currently based somewhere else in the US, we can sponsor your relocation to Los Angeles.
To be considered for this role, you must apply via Lever: https://jobs.lever.co/useparagon.com/0f67fd33-6a90-465e-ab69-121afc7187a5
What You’ll Do
- Own and Scale the Customer Experience (CX) Strategy for Revenue Growth
- Develop and execute a CX strategy that directly impacts revenue, focusing on adoption, retention, and expansion.
- Build and optimize structured engagement programs that increase Net Revenue Retention (NRR) and drive upsell opportunities.
- Define, track, and act on key performance indicators (NRR, churn, expansion revenue, and logo retention) to maximize revenue impact.
- Identify high-value customer segments and develop targeted success and support strategies that align with customer growth potential.
- Drive Customer Expansion & Retention
- Lead a proactive customer expansion strategy, ensuring CSMs are identifying and executing upsell opportunities in collaboration with Sales.
- Establish structured success planning, QBRs, and executive check-ins to deepen customer relationships and drive long-term growth.
- Implement predictive churn models using product usage, support escalations, and customer engagement data to mitigate risk early.
- Partner with Sales to refine contract renewals and expansion motions, ensuring commercial success.
- Lead & Scale a High-Impact CX Team
- Manage, scale, and optimize the Support, Success, and Solutions teams, ensuring alignment with revenue goals.
- Define clear performance targets for CSMs and TSEs that tie directly to revenue retention and expansion.
- Build a culture of revenue ownership, where every CX function contributes to driving account growth and retention.
- Improve team efficiency through automation, better tooling, and operational rigor to maximize revenue per CX headcount.
- Build a Data-Driven CX Organization
- Develop real-time revenue dashboards, tracking customer health, adoption trends, and expansion opportunities.
- Establish CX as a core revenue function by implementing data-backed forecasting models for retention and expansion.
- Partner with RevOps, Finance, and Sales to ensure accurate pipeline reporting, forecasting, and revenue attribution from CX activities.
- Collaborate Cross-Functionally to Maximize Revenue Impact
- Act as a strategic partner to Sales, Product, and Marketing, ensuring CX efforts directly contribute to company revenue growth.
- Work with Product to prioritize features that drive revenue, aligning roadmap decisions with customer expansion needs.
- Ensure smooth handoffs between Sales and CX to accelerate time-to-value, increasing early-stage adoption and reducing churn.
- Build CX-led playbooks for expansion, ensuring all teams are aligned on how to grow accounts strategically.
What You Should Have
- 7+ years of experience leading Customer Success, Solutions, and/or Support teams in a high-growth B2B SaaS environment, with a direct impact on NRR and revenue expansion.
- Proven track record of increasing NRR to 120%+, driving multi-million dollar expansion revenue through CX-led initiatives.
- Strong leadership experience in scaling teams, implementing playbooks, and driving revenue-focused CX strategies.
- Deep technical fluency, able to partner closely with Product & Engineering to influence the roadmap based on revenue impact.
- Data-driven mindset with expertise in churn analysis, cohort modeling, and revenue forecasting for CX-led growth.
- Exceptional cross-functional collaboration skills, with experience working closely with Sales, Product, and Finance to optimize revenue outcomes.
30 / 60 / 90-Day Plan
- Days 1–30: Revenue Baseline & Quick Wins
- Analyze current NRR, churn, and expansion data to identify revenue trends and gaps.
- Conduct a deep dive into customer engagement models, identifying inefficiencies in the expansion and retention strategy.
- Deliver immediate impact by streamlining renewals, refining expansion motions, or optimizing existing success workflows.
- Days 31–60: Process Optimization & Scalable Revenue Playbooks
- Build structured CX-led expansion and renewal playbooks, ensuring every customer interaction is optimized for revenue growth.
- Implement enhanced forecasting models for churn and expansion, ensuring CX efforts directly contribute to revenue predictability.
- Strengthen collaboration with Sales and RevOps, ensuring CX-driven expansions are captured and measured properly.
- Days 61–90: Scaling & Revenue Acceleration
- Scale the CX function with efficient team structures, automation, and better tooling to maximize revenue impact per headcount.
- Drive long-term revenue growth strategies, ensuring CX continues to play a central role in Paragon’s financial success.
- Present a CX revenue roadmap, highlighting data-driven strategies to improve NRR, expansion, and overall customer profitability.
Why This Role?
- You’ll own a CX organization that directly drives revenue, not just customer satisfaction.
- You’ll have a high degree of strategic influence, shaping retention, expansion, and growth at a critical stage of the company.
- You’ll be a key business partner across Marketing, Sales, Product, and Finance, ensuring CX is a revenue-generating function.
What We Offer
- Comprehensive Benefits: Competitive health, dental, and vision coverage for you and your loved ones.
- Unlimited PTO: We believe in work-life balance—take the time off you need.
- Pet-Friendly Office: Join us in our sunny West LA office.
- High-Impact Growth: Play an integral part in shaping our CX organization and leave your mark on a product that’s transforming how SaaS products are built.
Paragon is an embedded integration platform for SaaS apps - we enable companies to build products that integrate with the SaaS ecosystem. With Paragon, software companies can integrate with hundreds of different SaaS apps in minutes while providing their customers with a seamless, unified integration experience. Our vision is to build the connecting layer for all software that enables every application in the world to work together seamlessly.
