Director of Customer Success

About the Role

At enterprise scale, customer success is no longer a support or relationship function; it is a core revenue, retention, and expansion engine. We are seeking a Director of Customer Success to lead and scale a global customer success organization responsible for driving adoption, value realization, renewal, and long-term customer growth across a sophisticated enterprise customer base.

This role is designed for a senior leader who understands how to connect customer outcomes directly to revenue and enterprise value. The Director of Customer Success will own the post-sale customer lifecycle, ensuring customers achieve measurable outcomes, expand their use of the platform, and remain long-term strategic partners.

As a key member of the growth and leadership team, you will partner closely with Sales, Product, Marketing, and Executive Leadership to align customer success strategy with go-to-market priorities. You will bring structure, analytics, and accountability to customer engagement while preserving the high-touch, consultative approach required by enterprise clients.

This is not a reactive support role. It is a mandate to build customer success as a scalable, enterprise-grade growth capability, one that drives retention, expansion, advocacy, and long-term competitive advantage.

Essential Duties and Responsibilities

• Define and execute an enterprise customer success strategy aligned with retention, expansion, and revenue goals.

• Own the end-to-end post-sale customer lifecycle, including onboarding, adoption, renewal, and expansion.

• Lead global customer success teams supporting enterprise and strategic accounts.

• Establish operating models, engagement frameworks, and playbooks for customer value realization.

• Partner with Sales to drive expansion, upsell, and renewal excellence.

• Collaborate with Product and Engineering to translate customer feedback into roadmap priorities.

• Define and track KPIs, including retention, NRR, adoption, health scores, and customer outcomes.

• Drive customer success transformation through analytics, tooling, and automation.

• Manage executive-level customer relationships and escalation scenarios.

• Build, mentor, and develop senior customer success leaders and high-performing teams.

Job Qualifications and Requirements

• 12–15+ years of experience in customer success, account management, or post-sale leadership roles.

• Proven success leading enterprise customer success organizations at scale.

• Strong understanding of SaaS, platform, or technology-enabled service models.

• Demonstrated ability to drive retention, expansion, and customer lifetime value.

• Experience partnering with Sales, Product, and Executive Leadership.

• Strong analytical capability with experience using customer success metrics and data.

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

Personal Capabilities and Qualifications

• Strategic, customer-centric thinker with a strong commercial mindset.

• Executive presence with the ability to build trust with C-suite customer stakeholders.

• Data-driven leader who balances insight with action.

• Calm, decisive leader in high-stakes customer situations.

• Strong communicator who aligns internal teams around customer outcomes.

• People-focused leader who builds accountability, empathy, and performance culture.

Strategic Support

• Serve as a trusted advisor to executive leadership on customer health, retention, and growth strategy.

• Support enterprise revenue planning and forecasting through customer insight.

• Partner with Finance on renewal forecasting and expansion economics.

• Collaborate with Product on adoption, usability, and roadmap alignment.

• Support M&A integration and customer portfolio transitions when applicable.

Working Conditions

• Hybrid executive work environment with global responsibility.

• Regular engagement with senior customer stakeholders and internal executives.

• Periodic domestic and international travel to support strategic customers.

• High-visibility role with direct impact on revenue, retention, and brand trust.

Job Function

• Customer Success & Retention Leadership

• Enterprise Account Value Management

• Renewal & Expansion Strategy

• Customer Health & Adoption Analytics

• Executive Customer Engagement

• Post-Sale Growth Enablement

Compensation & Benefits

• Base Salary: $340,000 – $410,000

• Executive Annual Performance Bonus

• Long-Term Incentive Plan (Equity / Performance-Based Awards)

• Comprehensive Medical, Dental, Vision Coverage

• 401(k) with Competitive Company Match

• Executive Leadership Development & Coaching

• Wellness, Mental Health & Family Support Programs

• Generous Paid Time Off + Company Holidays

Why Join Us

• Lead customer success at true enterprise scale with executive visibility.

• Shape how customer outcomes translate into revenue and long-term value.

• Partner directly with senior leadership on growth and retention strategy.

• Build a customer success organization that is a competitive advantage.

• Leave a lasting impact by creating loyal, expanding, and advocate-driven customers.