About Hasura:
Hasura is transforming how businesses use AI. With our breakthrough PromptQL technology, we tackle our customer's most complex challenges and answer their hardest questions by fundamentally changing how AI interacts with their data. Unlike traditional approaches, PromptQL separates strategic problem-solving from execution, enabling leaders to get precise, explainable, and reliable outcomes-consistently and at scale. Hasura is pushing our customers to think bigger, turning AI from a buzzword into a bottom-line differentiator.
About the role:
Hasura is searching for a Director of Customer Success to champion the business outcomes our customers are utilizing Hasura to drive towards. Reporting to the VP of Customer Success & Professional Services, you will lead a team of CSMs and Renewal Managers, working hands-on with them and our customers to lead onboarding and drive significant adoption. You thrive as a builder, tasked with scaling our Customer Success org's maturity, processes, and data capabilities.
We're looking for a proactive person who thrives leading through change, is excited about working cross-functionally with other functional leaders, and can inspire their team and customers. We want to meet you if you have a customer-first mindset, love empowering teams, and excel at building lasting partnerships.
What You'll Do:
- Enable, inspire, and lead a team of Customer Success professionals
- Own customer onboarding. Building processes and strategies to drive adoption
- Building out our digital Customer Success motion, enhancing the way we utilize customer data
- Using data to identify risks, opportunities, and trends across the customer portfolio, and develop Customer Success playbooks to address them
- Partnering with Sales, ensuring smooth customer hand-offs. Building Account Plans, running customer QBRs, and other high touch customer activities, leading to renewals and growth within Strategic accounts
- Being a thought leader to our customers in ways Hasura & AI can transform their business
- Ensuring customers achieve measurable value
- Partnering with Recruiting to hire the best and build a high performing organization
About You:
- 8+ years in high performing Customer Success org with 3+ years leading a CSM team
- Proven ability to hire, lead and develop a high-performing team
- Track record of designing and managing new processes to improve client satisfaction
- A true builder mindset, overseeing multiple complex projects, with a focus on technology and process design
- Establishing and measuring key metrics that focus effort and drive result
- Balancing a process-oriented mindset with ability to work in an unstructured, ambiguous environment
- Innovative thinking focused on the customer.
- Experience leading customer QBRs, building Customer Success playbooks, and being a consultative resource to customers that lead to renewal and expansion opportunities
- Experience in highly technical environments, preferably an understanding of AI/ML, APIs, integration, middleware, big data, PaaS preferred