Director of Customer Success

About this role

About Sprig Sprig is the customer survey platform, rebuilt around AI agents. For two decades, teams have relied on Qualtrics, Medallia, and SurveyMonkey to understand their customers. These platforms were built for a slower era, with manual setup, fragmented workflows, and insights that arrive too late to shape decisions. The gap between how fast products move and how fast research can keep up has never been wider. We're building something different. With Sprig, AI agents design studies, adapt surveys in real time, and turn responses into clear, actionable insight. Teams move from question to evidence in hours instead of weeks, without sacrificing rigor. Product teams no longer guess. They know. Our mission is to make deep customer understanding effortless and always on, so the best teams in the world can build products their customers love. Companies like Microsoft, DoorDash, Notion, Figma, Coinbase, and TripAdvisor use Sprig to stay close to their users. Backed by $85M from Andreessen Horowitz, Accel, and First Round Capital, we're growing quickly across the world's leading product organizations. The category is being rebuilt, with AI at the core. If you're excited by hard problems and the chance to define how modern teams understand their customers, we'd love to meet you. About the Role We’re looking for a Director of Customer Success to lead Sprig’s Customer Success organization across both our Customer Success Manager (CSM) and Customer Success Engineering (CSE) teams. You’ll own the strategy, performance, and development of both functions, with accountability for delivering exceptional customer outcomes and driving strong retention and expansion across our customer base. This is a hands-on leadership role. You’ll develop and coach our CSMs and CSEs while staying close to our most strategic customers, helping navigate executive relationships, adoption, technical implementations, renewals, expansion opportunities, and accounts that need additional support. You’ll build a tightly integrated customer success organization where CSMs lead the strategic and commercial relationship and CSEs provide the technical expertise required to implement, integrate, troubleshoot, and scale Sprig. You’ll establish clear ownership, operating rhythms, and collaboration across both teams so customers experience one cohesive partnership with Sprig. You’ll also partner closely with Sales, Product, and Engineering to identify opportunities for growth, remove barriers to customer success, and translate what we learn from customers into improvements across the business. This role is based in our San Francisco office 4 days per week (Wed is WFH day) Your Impact Own Customer Success strategy and NRR: Drive Sprig’s approach to retention, adoption, expansion, and customer health while establishing clear goals and operating rhythms that help the team consistently meet and exceed NRR and ARR targets. Work directly with strategic customers: Stay close to our customer base and work alongside CSMs on key accounts, joining executive conversations, QBRs, renewal and expansion discussions, escalations, and other critical customer moments. Lead and coach our CSM organization: Develop CSMs into strategic, commercially-minded customer partners through hands-on coaching, account reviews, deal strategy, and direct involvement in customer conversations when additional leadership can help drive an outcome. Drive retention and proactively manage customer risk: Maintain a strong pulse on account health across the portfolio, working directly with CSMs to identify risk early, develop intervention plans, and engage customers when needed to protect the relationship. Build a scalable land-and-expand motion: Partner with CSMs and Sales to identify and execute expansion opportunities using product adoption, customer outcomes, stakeholder relationships, and business needs to grow Sprig across teams and use cases. Strengthen executive customer relationships: Develop relationships with senior stakeholders across strategic accounts while helping CSMs build champions, multi-thread relationships, demonstrate business value, and position Sprig as a long-term strategic partner. Create a best-in-class customer journey: Continuously improve how we onboard, engage, educate, and grow customers, balancing scalable programs with high-touch engagement for our most important accounts. Lead and align our CSM and CSE teams: Establish clear ownership and collaboration between CSMs and CSEs while stepping in to help coordinate complex customer needs that span business strategy, product adoption, and technical implementation. Oversee technical customer success: Ensure the CSE organization delivers high-quality technical onboarding, implementation, troubleshooting, and solution guidance that enables customers to successfully deploy and scale Sprig. Build and develop a high-performing team: Set a high bar for performance, provide consistent coaching and feedback, develop future