Director of Customer Success

Incompass Labs is looking for a Director of Customer Success to help us scale a product that’s redefining how organizations understand and develop talent.

This is a highly strategic and relational role: part customer advocate, part facilitator, and part product partner. You’ll work closely with our founders and leadership team to ensure every customer has an exceptional experience, sees measurable value, and grows with us.

You’ll own onboarding and engagement, drive renewal and expansion strategy, and bring insights from the field directly into our product and go-to-market roadmap. It’s a great fit for someone who loves building deep partnerships, shaping strategy, and cares deeply about company culture.

While we work from home most days, we are looking for someone based in Boston where sales & marketing colleagues are already based, because we value in-person collaboration.

• Support an existing group of 20-30 engaged CHRO clients who love using Incompass to drive their performance management, talent assessment, and feedback processes.
  

• Design your own Customer Success strategy to drive adoption, retention, and expansion including account planning for our largest customers.

• Partner with enterprise customers to define success metrics and deliver measurable ROI.
  

• Collaborate cross-functionally with Product, Engineering, and Sales to amplify the voice of the customer.
  

• Design scalable onboarding, training, and enablement programs.
  

• Facilitate workshops and executive sessions that deepen customer engagement.
  

• Build systems and processes to track customer health, usage, and value realization.
  

• As we grow, build and lead a high-performing CS team including hiring, mentoring, and developing talent.
  

• 5-7 years in Customer Success, Account Management, or related customer-facing leadership roles.
  

• Experience with enterprise HR tech, learning & development, or talent platforms strongly preferred.
  

• Proven ability to manage and grow strategic accounts with a consultative, high-touch approach.
  

• Skilled facilitator or coach who is comfortable leading client sessions, executive briefings, or learning experiences.
  

• A passion for using data to inform strategy and decisions.

• Excellent communicator with strong EQ and executive presence.
  

• Strategic thinker who thrives in fast-moving, high-growth environments.
  

• A passion for helping organizations grow their people.
  

• Experience working with enterprise HR or People teams.
  

• Background in organizational development, customer education, or change management.
  

• Passion for coaching, leadership development, or human performance.

• Experience working with distributed teams.
  

• High-impact role to directly shape how customers succeed and how the company scales.
  

• Work closely with founders who care deeply about product quality, people growth, and achieving business success.
  

• Fast-growing team with room to build and lead.
  

• Remote flexibility + in-person strategy sessions and offsites.

• Competitive compensation and meaningful equity.
  

Talent is the #1 competitive advantage for companies operating in the knowledge economy. Why then, are the systems for assessing and developing this talent so bad?

Take the performance review process: it requires weeks or months (and many hours, from many people) to complete; the information employees receive back is incomplete and mostly unhelpful; the process relies on managers (who, like all of us, have biases and their own agendas) to spot future talent; and leaders are left with unreliable data on which to base investment decisions. At best, this is a huge waste of time; at worst, this leads to the wrong people staying in a job, while the right people leave.

Incompass’s platform uses AI and data science to enable organizations to complete performance review cycles in weeks not months; it delivers reliable assessments that help companies retain key contributors and spot future talent; and provides individuals with the support they need to own their development.

Founded by Wharton School professors, Incompass is positioned to deliver a solution that works, in a space that is ripe for disruption. We are growing fast, and just closed another successful round of fundraising, backed by industry leaders in business and HR. Join us in our mission to reimagine how organizations build teams and grow their people.