Director of Customer Success

About the Role

We operate within a large-scale, product-led enterprise delivering sophisticated digital platforms and subscription-based solutions to enterprise and commercial customers. As customer expectations evolve and technology ecosystems grow more complex, Customer Success has become a strategic driver of retention, expansion, and long-term value creation.

The Director of Customer Success is a senior leadership role responsible for shaping and scaling customer success strategy across onboarding, adoption, retention, and expansion. This leader ensures customers realize measurable value from products and services while aligning Customer Success initiatives with revenue growth and enterprise objectives.

This role is designed for a customer-centric leader who combines operational excellence, commercial awareness, and strong executive presence.

Essential Duties and Responsibilities

• Lead enterprise-wide Customer Success strategy across onboarding, adoption, retention, and renewal.

• Design scalable customer engagement models aligned with customer segments and lifecycle stages.

• Partner with Sales, Product, and Marketing leaders to drive expansion, upsell, and cross-sell opportunities.

• Establish success metrics, health scoring, and performance dashboards tied to retention and growth outcomes.

• Oversee customer onboarding programs and adoption frameworks to accelerate time-to-value.

• Drive proactive customer engagement and risk mitigation strategies to reduce churn.

• Lead executive-level customer engagements and strategic account planning.

• Partner with Product teams to influence roadmap decisions based on customer feedback and insights.

• Build, mentor, and lead high-performing Customer Success leadership teams.

• Provide executive-level reporting on customer outcomes, renewals, and expansion performance.

Job Qualifications and Requirements

• 12+ years of experience in Customer Success, Account Management, or Post-Sales Leadership.

• Proven success leading Customer Success organizations in SaaS or subscription-based environments.

• Strong understanding of enterprise customer lifecycles, renewal motions, and expansion strategies.

• Experience partnering closely with Sales, Product, and Revenue Operations leaders.

• Demonstrated ability to manage large customer portfolios and executive-level relationships.

• Bachelor’s degree required; MBA or advanced degree preferred.

• Executive-level communication and presentation skills.

Personal Capabilities and Qualifications

• Strategic, customer-obsessed mindset balanced with commercial outcomes.

• Data-driven decision maker with strong analytical skills.

• Executive presence with the ability to influence senior stakeholders.

• Strong people leader focused on accountability and performance.

• Highly organized and comfortable managing complexity at scale.

• Resilient and adaptable in fast-paced, growth-oriented environments.

Strategic Support

• Serve as a trusted advisor to executive leadership on customer strategy and retention initiatives.

• Support enterprise growth strategy through customer-led expansion and value realization.

• Partner with Finance and Revenue teams on forecasting, renewals, and customer lifetime value analysis.

• Influence enterprise decisions related to customer experience, support models, and product investment.

• Provide insights on customer trends, satisfaction, and market expectations.

Working Conditions

• Remote-first leadership role with periodic travel for customer meetings, leadership sessions, and strategic reviews.

• High-visibility position with accountability for customer retention and expansion outcomes.

• Collaboration across global teams and time zones.

• Fast-paced environment with strong executive engagement.

Job Function

• Lead enterprise Customer Success strategy and execution.

• Drive customer retention, expansion, and long-term value creation.

• Align customer outcomes with revenue growth and business performance.

Compensation & Benefits

• Base Salary: $250,000 – $380,000

• Performance-based incentive plan

• Long-term incentive eligibility (equity, LTIP, or performance-based awards)

• Comprehensive executive benefits package including:

  • Health, dental, vision & wellness programs

  • Retirement plan participation

  • Paid time off with remote flexibility

  • Leadership development & coaching

  • Mental health & wellbeing resources

  • Remote work technology support

Why Join Us

• Lead customer strategy at enterprise scale with direct influence on revenue and growth.

• Partner closely with executive leadership on mission-critical customer initiatives.

• Shape customer-led growth in a modern, technology-driven organization.

• High-impact role with visibility across product, sales, and leadership teams.

• Clear pathways toward VP of Customer Success, Chief Customer Officer, or broader enterprise leadership roles.