Director of Customer Success

About Blitzy

Blitzy is a Cambridge, MA based rapidly scaling AI startup. The Blitzy Platform is an autonomous software development platform designed for the enterprise.

Blitzy enables development teams to transform six-month software projects into six-day turnarounds using the Blitzy Platform, an agentic platform that enables thousands of AI Agents to 'think' and cooperate for hours to bulk build software with precision. The platform precisely builds everything AI can deliver, typically 80% of any feature set or new product, while providing a human engineering guide listing the final 20% of tasks to get to production.

With over 27 patents and counting, Blitzy is actively hiring in Cambridge, MA.

Compensation: $190K-$210K Base + $50K OTE (target but uncapped), plus equity

Location: One Kendall Square, Cambridge MA 02139 (100% In-person role)

About the Role

We are looking for an exceptional Director of Customer Success who will serve as the operational backbone of our Customer Success organization. Reporting to the SVP of Customer Success, you will be responsible for the day-to-day excellence of a high-performing team scaling from 10 to 50+ enterprise Customer Success professionals. This person will be working with Blitzy Solutions Engineers, Forward Deployed Engineers, and other Software Developers.

This is not a traditional management role. You will be the helicopter overseeing all operations, ensuring every customer interaction drives measurable value and expansion. You must have extraordinary emotional intelligence to listen deeply to customers, anticipate needs five steps ahead, and coach your team to do the same. You will be the connective tissue between frontline execution and executive strategy, ensuring operational excellence while maintaining the ability to engage directly with C-suite executives when needed.

This role demands exceptional coaching ability. You will spend significant time developing your team through real-time feedback, often in evening coaching sessions after customer engagements. You must love coaching and see it as core to your leadership identity. Your team consists of seasoned professionals managing enterprise accounts, and they need a leader who can elevate their performance through insight, pattern recognition, and strategic guidance.

You will help the business meet the operational metrics that drive our success:
Net Revenue Retention, customer health scores, expansion pipeline, and team performance. You ensure processes are followed, quality is maintained, and every interaction moves accounts forward. While the SVP focuses on C-level partnerships and strategic expansion, you ensure the engine runs flawlessly.

You will report to the SVP of Customer Success.

What Success Looks Like

You ensure operational excellence across a portfolio of enterprise accounts, driving predictable expansion and retention. You coach daily, developing each team member to operate at the next level of performance. Your team consistently anticipates customer needs, identifies expansion opportunities early, and executes flawlessly. Customer health scores trend positive, NRR exceeds targets, and your team is known for delivering exceptional value.

You build deep customer empathy across your team, ensuring everyone can listen between the lines and anticipate what customers need before they articulate it. You identify patterns across accounts and translate them into actionable playbooks. You maintain visibility into every account without micromanaging, knowing when to engage directly and when to empower your team.

You hold your own in conversations with CTOs and CIOs when needed, bringing operational insights and customer perspective to strategic discussions. You are the voice of frontline execution in leadership conversations, ensuring strategic decisions are grounded in customer reality.

You help build the team from 10 to 50+ while maintaining quality, culture, and performance. You thrive in high-intensity environments, commit fully to the mission, and regularly work extended hours to coach your team and ensure customer success. This intensity excites you rather than drains you.

Areas of Ownership

Our…