Director of Customer Success

About the role

Integrate is a Seattle-based company building multiplayer project management software for the world's most ambitious machines. We focus on the hardest coordination problems in deep tech like rocket launches and advanced manufacturing, where progress depends on seamless collaboration across companies. Increasingly, this work sits at the intersection of two of the most consequential forces shaping the modern world: defense and artificial intelligence, where both the pace of innovation and the stakes of execution are exceptionally high. Integrate enables teams to collaborate with vendors, customers, and partners as fluidly as modern tools support internal teams. Our mission is to modernize how organizations build together in the emerging deep tech economy, reducing friction, misalignment, and unnecessary work at every step. Our Solution Traditional project management tools weren't designed for the speed, scale, and interdependence of modern hardware development. Integrate is purpose-built for this new reality. We provide a platform that brings clarity and structure to complex, cross-organizational programs helping teams communicate effectively, stay aligned, and move faster with confidence. By improving how critical information is shared and decisions are made, we enable organizations to focus on what matters most: building the future. We are looking for a best-in-class Director of Customer Success to build and scale our customer success function at Integrate. This is a critical leadership hire. We are looking for someone operating at the top of their field who can define how customer success is executed in one of the most demanding environments in software. This role sits at the intersection of customer success, product, and sales. You will be responsible for designing and executing the systems, processes, and training programs required to support rapid customer growth, particularly in government environments where deployments are complex and high-stakes. You will lead a "trainer of trainers" model, ensuring customers can successfully adopt and expand Integrate within their organizations. You will work closely with sales, product, and leadership to ensure a tight feedback loop between customer needs and product evolution. This is a high-ownership, zero-to-one leadership role. You will define what great customer success looks like at Integrate, build the playbook, and scale the function as we onboard thousands of new users across critical programs. We are intentionally setting an extremely high bar for this role. We are looking for someone who has operated in top-tier environments and has a track record of building and scaling customer-facing functions in complex, high-stakes settings. The ideal candidate is someone other exceptional operators would recognize immediately - someone who raises the standard of execution across the entire company.

Responsibilities

• Build and own the customer success function from the ground up, including onboarding, training, and expansion
• Design and implement scalable onboarding systems, including a "trainer of trainers" model
• Lead post-sale customer engagement across government and commercial accounts
• Develop processes, playbooks, and training programs to support large-scale deployments
• Partner closely with sales to ensure seamless handoffs and strong post-sale outcomes
• Collaborate with product and engineering to translate customer feedback into product improvements
• Own customer health, retention, expansion, and overall success metrics
• Lead and grow a high-performing customer success team over time
• Support forward-deployed customer engagements where needed, ensuring successful implementation in complex environments
• Drive operational excellence in how Integrate supports customers at scale
• Technical Skills
• Strong understanding of customer success tooling (CRM, CS platforms, onboarding tools)
• Familiarity with modern SaaS workflows and collaboration tools (Notion, Slack, Linear)
• Experience using data to track customer health, engagement, and retention
• Comfort working in highly technical environments with engineering and product teams
• Bonus
• Experience in forward-deployed engineering or similar customer-facing technical roles
• Experience at high-growth defense tech or government-focused companies (e.g., Palantir, Shield AI, Anduril)
• Experience building training or enablement programs for large organizations
• Experience in early-stage or hypergrowth startup environments
• Active security clearance or ability to obtain one preferred

Requirements

• 7-12+ years of experience in customer success, solutions engineering, or forward-deployed roles
• Proven experience building or scaling customer success functions in high-growth environments
• Experience working with government, defense, or deep tech customers
• Experience supporting complex, high-touch deployments with technical stakeholders
• Experience designing onboarding, training, or enablement programs at scale
• Experience work

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