Technical Customer Success Manager (North America)

The Role

We are seeking a passionate and technical Customer Success Manager (CSM) to join our growing team. In this role, you will manage the full customer lifecycle for a diverse portfolio of enterprise clients, ensuring their success with Directus and driving adoption, retention, and long-term engagement with our platform.

Responsibilities

• Onboarding and Adoption: Guide new customers through seamless onboarding, including configuration, training, and best practice recommendations to ensure rapid adoption.
• Technical Support and Escalations: Partner with the technical support and engineering teams to troubleshoot and resolve client issues, manage escalations, and track reported bugs, keeping customers and Directus leadership informed on status and next steps.
• Customer Success and Retention: Proactively manage customer relationships, monitor usage and health metrics, and identify opportunities to maximize value and prevent churn.
• Upselling and Renewals: Identify upsell opportunities based on customer needs and usage, promoting additional features and services to drive subscription renewals and growth.
• Customer Advocacy: Build strong customer relationships, gather feedback, and advocate for their needs to influence product improvements.
• Cross-Functional Collaboration: Work closely with sales, support, engineering, and marketing teams to enhance the customer experience and contribute to product development.

Who You Are

• 2+ years of experience in a technical customer success, account management, or similar role (or equivalent experience demonstrating relevant skills).
• Working knowledge of relational databases (e.g., MySQL, PostgreSQL) and data modeling principles.
• Proficiency in TypeScript/JavaScript and experience with modern frontend frameworks (e.g., Nuxt, Next.js, Astro, React).
• Solid understanding of headless CMS principles and best practices.
• Proven ability to troubleshoot technical issues and deliver exceptional customer support.
• Excellent communication and relationship-building skills, with a customer-centric mindset.
• Proactive, data-driven approach to identifying client needs, solving problems, and driving improvements.
• Experience with upselling, renewals, and achieving measurable customer success outcomes.
• Passion for fostering a thriving customer and developer community.
• Familiarity with CRM and CSM tools (e.g., Hubspot, Salesforce, Gainsight, or similar).
• Nice to have: Experience with cloud-native technologies (e.g., Docker, Kubernetes), API integrations, or open-source community contributions.
• Ability to thrive in a fast-paced, fully remote work environment.

Benefits

• Join a passionate, innovative team shaping the future of open-source CMS.
• Fully remote work with flexible schedules to support work-life balance.
• Comprehensive benefits package, including health, dental, and vision coverage (or region-specific equivalents).
• Opportunities for professional growth through training, conferences, and open-source community involvement.
• Make a meaningful impact on a rapidly growing company and its global customer base.

Location

While officially headquartered in NYC, all our staff is decentralized by design. Our global team has been efficiently working remotely for over a decade, coming together each day via Discord and Slack. As long as you have a webcam and a fast/reliable internet connection, you're all set!

About Directus

Directus is a venture-backed Data Platform with a passionate community and millions of users worldwide. Modern and completely modular, our core product is comprised of a connection toolkit for developers, and an intuitive no-code App for non-technical users. With the ability to be installed next to any new or existing SQL database, Directus instantly provides end-to-end data democratization.

Directus provides the data foundation for internal data tools and omnichannel digital experiences at some of the world's most forward-looking companies, including AT&T, Bose, HTC, Prada, TripAdvisor, and the United States Navy.

We're obsessed with meticulously honing the perfect data platform. Our product-led growth strategy keeps us focused on creating a premium offering, prioritizing innovative solutions over feature bloat, and code quality over technical debt.

Our team and ecosystem are growing at a rapid pace, but we still enjoy the benefits of being a smaller, more "tactical" team. Our organization is filled with ‘do-ers’ where most wear a few hats, and working with relative autonomy.

Applying

Directus is an Equal Opportunity Employer. We're committed to building a diverse team of talented individuals who bring different perspectives to the company, and who feel a sense of inclusion and belonging when they join our team.

If you're unsure about some of the details above, feel free to reach out with questions. We would love to hear from you!