Senior Director, Customer Success
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director, Customer Success based in United States.
This is a senior leadership opportunity focused on shaping and scaling Enterprise Customer Success across the Americas. You will lead a multi-level organization responsible for retention, adoption, customer satisfaction, and expansion across strategic enterprise accounts. The role combines customer-facing executive leadership with organizational strategy, operational excellence, and team development. You will build scalable approaches to customer success, strengthen relationships with senior stakeholders, and drive measurable customer value. Close collaboration with Sales, Renewals, Support, Product, and Engineering will be essential to delivering seamless experiences. This position is ideal for an experienced SaaS leader who thrives in high-growth environments and enjoys building high-performing teams and processes.
Accountabilities
- Lead and develop the Enterprise Customer Success organization across the Americas, managing multiple levels of leadership including Directors and Managers.
- Define and execute the Enterprise Customer Success strategy, aligning customer engagement models, segmentation, operational processes, and priorities with broader business objectives.
- Drive retention, adoption, customer satisfaction, and expansion across a complex portfolio of enterprise and strategic customers.
- Build strong executive relationships with key customers, understand their business priorities, and serve as a senior advisor throughout their customer lifecycle.
- Take an active leadership role in complex customer escalations, ensuring issues are resolved effectively while protecting long-term relationships and business outcomes.
- Partner closely with Sales, Renewals, Support, Product, and Engineering to create consistent customer experiences and maximize customer lifetime value.
- Establish scalable success planning, executive business reviews, value realization frameworks, and other programs designed to demonstrate measurable customer impact.
- Use customer data, health indicators, and business insights to identify retention risks, improve forecasting, and enable proactive engagement strategies.
- Coach and mentor Customer Success leaders, establishing a culture of accountability, continuous improvement, collaboration, and measurable performance.
- Represent the customer voice internally, using customer insights to influence product priorities, go-to-market strategies, and organizational decisions.
- Develop and operationalize AI-driven processes that improve efficiency and effectiveness across post-sales functions.
- Travel up to 25% as needed to meet with strategic customers and internal teams.
- 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment, including at least 5 years managing large or multi-level teams.
- Proven experience leading Enterprise or Global customer relationships, preferably within cybersecurity, email security, enterprise infrastructure, or another complex SaaS environment.
- Strong business acumen with the ability to understand customer priorities and build trusted relationships with senior executives, including Fortune 500 stakeholders.
- Demonstrated success scaling Customer Success teams, processes, and operating models within a high-growth organization.
- Strong understanding of retention, renewals, expansion, adoption, and customer value strategies, with experience partnering closely with Sales and Renewal teams.
- Experience using data, systems, and performance insights to identify risks, improve customer outcomes, and guide strategic decision-making.
- Proven ability to lead through influence across cross-functional organizations and align diverse stakeholders around shared objectives.
- Exceptional communication, executive presence, presentation, and relationship management skills.
- Strategic and analytical mindset with the ability to operate effectively in ambiguity, take ownership, and act with urgency.
- Experience building and implementing impactful AI-driven processes within post-sales or Customer Success organizations.
- Strong coaching and people leadership capabilities, with a track record of developing high-performing leadership teams.
- Experience with API-based SaaS solutions, cloud-native architectures, cybersecurity, email security, or enterprise infrastructure is a plus.
- Prior experience leading global or multi-regional teams within a high-velocity SaaS company is preferred.
- Base salary range of $255,040–$300,000 USD.
- Eligibility for annual bonus or other incentive compensation.
- Equity participation.
- Comprehensive employee benefits package.
- Remote work opportunity within the United States.
- Opportunity to lead a strategic, enterprise-focused Customer Success organization.
- High-impact leadership role with significant influence over customer strategy, retention, expansion, and organizational growth.
- Opportunity to work cross-functionally with Sales, Product, Engineering, Support, and Renewals teams.
- Travel opportunities to engage directly with strategic customers and internal stakeholders.
Requirements
Benefits
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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