Director of Customer Success

About the Company

We operate a global, enterprise-scale customer ecosystem supporting complex B2B clients across multiple industries. Our solutions are embedded in mission-critical workflows, and long-term customer value, retention, and expansion are central to sustained growth.

About the Role

The Director of Customer Success is a senior leadership role responsible for building and scaling a high-impact customer success organization. This role owns the full post-sale customer lifecycl from onboarding and adoption through renewal, expansion, and advocacy while partnering closely with Product, Sales, Support, and Executive Leadership. This position is designed for a customer-centric leader who understands enterprise clients, recurring revenue models, and the operational discipline required to drive retention, satisfaction, and lifetime value at scale.

Responsibilities

• Lead and scale global Customer Success teams supporting enterprise and strategic accounts.
• Own customer lifecycle strategy, including onboarding, adoption, renewals, and expansion.
• Define and track key customer success metrics (retention, churn, NPS, health scores, expansion).
• Partner with Sales and Revenue teams to drive renewals, upsell, and cross-sell initiatives.
• Collaborate with Product and Engineering to represent customer insights and influence roadmap decisions.
• Establish customer engagement frameworks, playbooks, and success methodologies.
• Oversee customer escalation management and executive-level relationship engagement.
• Drive operational excellence through process optimization, tooling, and data visibility.
• Lead, mentor, and develop senior Customer Success Managers and regional leaders.
• Present customer performance insights and trends to executive leadership.

Qualifications

• 10+ years of experience in Customer Success, Account Management, or Client Services roles.
• 5+ years in senior leadership roles within B2B SaaS or enterprise technology environments.
• Proven experience managing customer success organizations at scale.
• Strong understanding of recurring revenue, retention strategies, and customer lifecycle management.
• Experience partnering with Sales, Product, and Operations teams at the executive level.
• Bachelor’s degree required; MBA or advanced degree preferred.
• Experience with customer success platforms, CRM systems, and analytics tools.

Required Skills

• Executive presence with strong communication and relationship-building skills.
• Highly customer-centric with a commercial mindset.
• Data-driven leader who uses insights to guide decisions and performance improvement.
• Confident people leader with a coaching-focused management style.
• Strategic thinker capable of balancing long-term vision with operational execution.
• Comfortable operating in fast-paced, high-growth environments.

Preferred Skills

• Serve as a senior advisor to executive leadership on customer health, retention, and growth.
• Contribute to enterprise-wide revenue planning and go-to-market strategies.
• Support pricing, packaging, and product positioning through customer insights.
• Partner with Finance on forecasting renewals, expansion revenue, and churn risk.
• Influence company-wide initiatives related to customer experience and service delivery.

Pay range and compensation package

• Competitive executive-level compensation package.
• Performance-based annual incentive plan.
• Long-term incentive eligibility (where applicable).
• Comprehensive benefits including:

• Medical, dental, vision, and wellness programs.
• Retirement savings and financial planning support.
• Paid time off with flexible work arrangements.
• Leadership development and executive training.
• Mental health and wellbeing resources.
• Remote-work technology support.

Equal Opportunity Statement

Clear progression path toward VP of Customer Success, Chief Customer Officer, or Revenue Leadership roles. Direct exposure to executive leadership and strategic decision-making. Opportunity to shape customer experience at enterprise scale. Access to leadership coaching, mentorship, and development programs. Long-term career growth within a global organization.

Why Join Us

• Lead customer success for enterprise-grade, mission-critical solutions.
• Influence product direction and company strategy through customer insight.
• Operate in a mature, data-driven SaaS environment.
• Build and scale a world-class customer success organization.
• Drive measurable impact on retention, growth, and customer advocacy.