Director of Customer Success

Job Description

About the Role

In modern enterprise software organizations, Customer Success is no longer a post-sale support function; it is a core growth engine that directly impacts retention, expansion, product strategy, and long-term enterprise value. We are seeking a Director of Customer Success to lead and scale a global customer success organization supporting complex, high-value enterprise and strategic customers.

This role is designed for a senior leader who understands how to operate at scale balancing customer advocacy with commercial outcomes, operational rigor with empathy, and data-driven decision-making with executive-level relationship management. The Director of Customer Success will own the end-to-end post-sale customer lifecycle, ensuring customers achieve measurable outcomes while driving retention, renewal, and expansion performance.

You will partner closely with Sales, Product, Engineering, Support, and Executive Leadership to align customer success strategy with product roadmap, revenue goals, and long-term growth initiatives. This leader will transform Customer Success into a proactive, predictive, and value-focused organization, leveraging analytics, AI-driven insights, and scalable engagement models to deliver consistent outcomes across a global customer base.

This is a high-impact role with direct influence on revenue stability, customer satisfaction, and the company’s reputation in the market.

Essential Duties and Responsibilities

• Lead and scale a global Customer Success organization supporting enterprise and strategic accounts.

• Own customer retention, renewal, expansion, and adoption metrics across the full customer lifecycle.

• Define and execute a customer success strategy aligned with revenue, product, and growth objectives.

• Establish scalable engagement models, success frameworks, and customer health scoring methodologies.

• Partner with Sales on renewals, upsell, cross-sell, and account growth strategies.

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

• Build executive-level relationships with customer stakeholders and sponsors.

• Develop and monitor KPIs, including NRR, churn, adoption, customer satisfaction, and value realization.

• Implement tooling, automation, and analytics to drive proactive customer engagement and predict risk.

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

Job Qualifications and Requirements

• 10+ years of experience in Customer Success, Account Management, or Client Services within enterprise SaaS or technology organizations.

• Proven experience leading large, distributed customer success teams at scale.

• Strong understanding of subscription business models, renewals, and expansion dynamics.

• Experience managing executive-level customer relationships and strategic accounts.

• Demonstrated success in building customer success frameworks, playbooks, and operating models.

• Strong analytical capabilities with experience leveraging customer data and performance metrics.

• Ability to influence cross-functional stakeholders at senior and executive levels.

Personal Capabilities and Qualifications

• Strategic leader with strong operational execution discipline.

• Customer-centric mindset balanced with commercial and financial accountability.

• Excellent communicator with strong executive presence.

• Highly analytical, data-driven, and outcome-oriented.

• Empathetic leader capable of motivating teams and earning customer trust.

• Comfortable operating in fast-paced, high-growth, and evolving environments.

Strategic Support

• Serve as a key partner to executive leadership on customer strategy and retention forecasting.

• Support enterprise revenue planning through insights into renewals, expansion, and churn risk.

• Influence product strategy through structured customer feedback and usage insights.

• Support go-to-market strategy by aligning customer success with sales and marketing initiatives.

• Provide leadership during periods of growth, transformation, or organizational scaling.

Working Conditions

• A hybrid work environment with collaboration across global time zones.

• Regular interaction with senior customer stakeholders and internal executives.

• Occasional travel for customer meetings, executive briefings, and internal leadership events.

• High-visibility role with direct accountability for customer outcomes and revenue impact.

Job Function

• Customer Success Leadership

• Enterprise Account Retention & Expansion

• Customer Lifecycle Strategy

• Executive Stakeholder Management

• Product Feedback & Voice-of-Customer

• Revenue Enablement & Growth Strategy

Compensation & Benefits

• Base Salary: $270,000 – $355,000

• Performance-Based Annual Bonus

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

• Comprehensive Medical, Dental, Vision Coverage

• 401(k) with Company Match

• Leadership Development & Executive Coaching

• Wellness, Mental Health & Family Support Programs

• Generous Paid Time Off + Company Holidays

Why Join Us

• Lead a mission-critical function that directly impacts revenue, retention, and customer loyalty.

• Build and scale a world-class Customer Success organization within a global enterprise.

• Influence product strategy, growth initiatives, and long-term customer value creation.

• Partner closely with executive leadership on enterprise-level decisions.

• Join a company that views Customer Success as a strategic differentiator, not a support function.