Director, Customer Success

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

📋 Description

• Take ownership of the complete customer journey for enterprise security clients, from their onboarding and adoption to renewal, expansion, and advocacy.

• Lead the global Customer Success team across the US and India.

• Develop customer success strategies, playbooks, KPIs, and ensure operational rigor.

• Manage and enhance Gross Revenue Retention (GRR) and Net Revenue Retention (NRR); collaborate with Sales on strategies for expansion and renewals.

• Create frameworks for C-level engagement and proactive customer interaction strategies.

• Direct global Customer Success strategy and operations, focusing on responsiveness, resolution times, customer satisfaction, SLAs, backlog management, and scalable support models.

• Establish escalation pathways involving Support, Engineering, and Customer Success teams.

• Analyze support tickets to pinpoint systemic issues and provide insights to Product and Customer Success teams.

• Create scalable programs for onboarding, adoption, training, and customer communication.

• Collaborate with Engineering and Product teams to drive feature adoption and plan releases.

• Define adoption metrics and dashboards; leverage customer data and analytics to track behavior, usage, and satisfaction.

• Lead proactive adoption initiatives using predictive modeling and AI-driven alerts to reduce churn risks.

• Develop customer advocacy programs, advisory boards, case studies, references, and peer communities.

• Serve as the customer voice to executive leadership, influencing product, sales, and marketing strategies.

• Collaborate with Product, Engineering, Finance, and Marketing on roadmap priorities, revenue forecasts, and advocacy efforts.

• Lead and empower the Customer Success teams in the US and India.

• Establish repeatable processes for managing enterprise accounts, conducting Quarterly Business Reviews (QBRs), and engaging executives.

• Promote AI-first practices and equip Customer Success Managers (CSMs) to utilize AI tools and methodologies.

⛳️ Requirements

• At least 15+ years of experience in Enterprise Customer Success, with a minimum of 10+ years in a SaaS environment.

• Demonstrated leadership experience in customer success within the technology or cybersecurity sectors.

• Experience managing large enterprise accounts and navigating complex customer landscapes.

• Proven track record in managing Customer Success or similar organizations in an enterprise SaaS setting.

• Experience in scaling Customer Success organizations within companies generating $25M–$100M in Annual Recurring Revenue (ARR).

• Proven success in driving GRR and NRR in enterprise SaaS with Annual Contract Values (ACVs) exceeding $100K.

• Experience implementing AI strategies or AI-driven tools within a Customer Success organization.

• Strong executive presence and capability to engage C-level stakeholders at Fortune 1000 companies.

• Comprehensive understanding of customer lifecycle management, renewal processes, and expansion strategies.

• Strong skills in process optimization and operational rigor across customer engagement workflows, escalation procedures, knowledge bases, and self-service adoption strategies.

• Proven history of building high-performing teams and scalable processes.

• Bachelor's degree in Business, Computer Science, or a related field.

• Familiarity with Customer Success platforms like Gainsight and Vitally.

• Proven success in upselling, driving customer growth, and meeting revenue objectives.

• Strong analytical abilities and capacity to derive actionable insights from data.

• Knowledge of customer success operational tools, including Gainsight, Vitally, Salesforce, and AI-driven adoption platforms.

• Practical experience with generative AI and machine learning in a B2B SaaS context.

• Hands-on, entrepreneurial mindset suited for a startup or scale-up environment.

🏝️ Benefits

• Opportunities for career advancement and promotion from within.

• Flexibility in working hours.

• Options for remote work.

• A collaborative and inclusive workplace culture.

• Employee recognition through awards, employee of the month programs, and other forms of acknowledgment.

• Performance-based bonuses.

• Health insurance coverage for employees and their dependents.

• Support for learning, skill development, and continuous upskilling.

• Commitment to diversity and inclusion.