Director of Customer Success

ABOUT US:

Founded in 2020, Regal is the AI Agent Platform. Regal gives every company the tools to transform customer communications with delightful AI Agents that are connected to your data, easy to customize and monitor, always-available, and ready to take action. Power better support, sales and operations – with way less effort. Our founders, Alex Levin and Rebecca Greene helped build Angi (Angie’s List, HomeAdvisor and Handy) to over $1.5B in revenue.

Based in Manhattan, we’re building an in-person culture of entrepreneurs who want to win and build something meaningful. We’re backed by top investors including Founder Collective, Homebrew and Emergence Capital.

Come join us as we create a category-defining company, and follow Regal's company page on LinkedIn to stay up-to-date on our journey and current job openings!

As the Director of Customer Success, you’ll be at the forefront of AI-driven transformation, leading a high-performing team while shaping the future of customer engagement. This role is a blend of strategic leadership and hands-on execution—owning key business metrics, strengthening customer relationships, and driving AI adoption at scale. You’ll coach and develop a small team of customer success managers, design best practices, and personally engage with top clients to ensure their long-term success. Expect to travel, lead critical conversations, and make a tangible impact on how businesses integrate and maximize Regal’s AI platform.

RESPONSIBILITIES:

• Lead and develop the Customer Success team to achieve revenue goals, foster a culture of accountability, and ensure continuous skill development across areas like account management, stakeholder management, and AI customer engagement.
• Own and drive key business metrics, including net dollar retention (NDR) and Net Promoter Score (NPS), aligning these with business objectives and AI adoption targets.
• Develop and implement scalable customer success strategies that enhance customer satisfaction, ensure successful onboarding, and drive AI product adoption and long-term growth.
• Lead and participate in key customer meetings such as Quarterly Business Reviews (QBRs), establishing alignment on customer goals, identifying AI growth opportunities, and strengthening strategic relationships through onsite engagement.
• Analyze and report on customer success metrics to leadership, providing insights on customer trends, engagement levels, and opportunities for process improvements.
• Establish and optimize internal processes and tools that enable the CS team to manage customer relationships efficiently, track customer health, and proactively identify AI growth opportunities or potential churn risks.
• Foster strong relationships with key customer stakeholders, acting as an escalation point for complex issues while ensuring timely resolution and maintaining long-term satisfaction.

ABOUT YOU:

• 8-10+ years of B2B SaaS experience in customer-facing roles, such as Customer Success, Account Management or Program Management, with a strong track record of managing customer relationships to drive revenue growth.
• Must have 2+ years of experience managing high performing CSM teams in a SaaS environment.
• Experience in AI-driven customer engagement strategies and fostering AI adoption within customer organizations.
• Experience in establishing and growing senior-level client relationships (CMO, CEO, SVP, VP etc.)
• Very comfortable in managing up, and representing your point of view to senior management in reviews and strategy sessions.
• Presents very organized and structured thinking for planning and execution purposes.
• Strong ability to anticipate issues and communicate effectively with internal and external stakeholders.
• Skilled at managing multiple workstreams including all AI customer engagements and communicating clearly the implications to key customer team stakeholders.

CORE COMPETENCIES:

• Right Attitude - to succeed you should be strongly self-motivated, methodical, tenacious, and very coachable. Must have can-do attitude (no entitlement)
• Clear communicator - Speak and write eloquently
• Desire to Learn - High level of intellectual curiosity. You see opportunity and growth in learning new technology, systems and business areas
• Culture - Stronger fit exists with those who have experience working with enterprise companies and understand the hands-on culture of a smaller customer success team

BENEFITS & PERKS:

• We care about your health! 
• Medical, Dental, and Vision plans - 80% covered by the company
• Flexible PTO & 11 paid holidays/year 
• We care about future you!
• 401k Plan
• Paid parental leave
• Pre-tax commuter benefits 
• We care about connection!
• In-office breakfast and snacks daily
• Happy hours, team outings, & annual off-sites
• Complete laptop workstation 
• & more to come!

POSITION LOCATION & OFFICE DETAILS:

This position is only available in New York City (HQ- NoMad). Hybrid roles are required in office T/W/TH and office optional M/F.