Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success (Enterprise & Strategic) to lead a team focused on top-tier accounts.

Key Responsibilities

• Lead and develop a team of Customer Success Managers, fostering a culture of accountability and customer focus
• Manage segment health metrics and drive performance against retention and expansion targets
• Build scalable processes for onboarding, success planning, and risk mitigation while serving as an escalation point for customer issues

Required Qualifications

• 10+ years in B2B or B2B2C SaaS Customer Success roles, with at least 5 years in a management position
• Proven track record in driving retention and upsells in a high-growth environment
• Deep expertise in enterprise lifecycle management, including onboarding and expansion planning
• Strong executive presence with the ability to influence C-level stakeholders
• Experience in defining processes and utilizing Customer Success technologies