Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• The Director of Customer Success is responsible for overseeing the post-sale customer journey across all customer segments, ensuring that customers achieve measurable value, effectively adopt solutions, and renew and expand their engagement over time.

• This position entails building and scaling a high-performing Customer Success organization that operates under a “One Account, One Owner” framework, providing clear accountability for customer outcomes across Strategic, Enterprise, State, and Transactional accounts.

• The Director shapes the operational aspects of Customer Success—defining engagement models, establishing operational rhythms, and ensuring cross-functional alignment—while guaranteeing consistent execution across the fundamental areas of Strategic Engagement, Adoption, Expansion, and Retention.

• This role collaborates closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing teams to create a seamless and scalable customer experience.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Communications, or a related discipline.

• Over 10 years of experience in Customer Success, Account Management, or similar SaaS roles.

• More than 5 years of experience in team leadership and developing future leaders.

• Demonstrated experience in managing retention, renewals, and customer growth metrics at scale.

• A strong grasp of Customer Success operating models, including segmentation and scaled engagement strategies.

• Experience in creating and standardizing processes, playbooks, and performance frameworks.

• A strong data-driven mindset, with the capability to convert insights into actionable and measurable results.

• Outstanding collaboration and leadership abilities, with a talent for aligning cross-functional teams.

• Excellent communication and executive presence, with experience in engaging with senior stakeholders.

• Proven ability to function effectively in complex, high-accountability environments.

• Experience in the public sector, GovTech, or public safety SaaS environments is preferred.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events