Director, Customer Success

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

📋 Description

• Take charge of the post-sale customer experience: onboarding, adoption, renewal, and growth.

• Establish the Customer Success function as a native operation focused on AI.

• Report directly to the SVP of Customer Success, leading a team of Customer Success Managers.

• Recruit, mentor, and develop Customer Success Managers with defined goals, career pathways, and a culture of ownership and technical curiosity.

• Create a coverage model, segmentation, and handoffs across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market clients.

• Ensure AI fluency is a key competency in hiring, onboarding, and performance evaluation.

• Manage gross and net revenue retention, customer adoption, and expansion across the client base.

• Develop success plans linked to security outcomes, including decreased shadow SaaS and shadow AI, expedited remediation, and comprehensive policy coverage.

• Act as the executive sponsor and escalation point for strategic accounts.

• Facilitate business reviews with CISOs and security leaders.

• Collaborate with Sales on renewals, expansions, and customer testimonials.

• Work with Support on escalations and critical customer challenges.

• Team up with Product and Engineering to incorporate customer feedback, integration requirements, and feature requests into the product roadmap.

• Monitor and enhance customer satisfaction, product adoption, and time to value.

• Gain proficiency in Reco’s AI Agent Security, AI Governance, and Reco AI Agents functionalities.

• Mentor the team on agent discovery, governance policies, and response strategies.

• Manage team metrics, forecasting, and reporting to the SVP and executive leadership.

• Oversee the Customer Success technology stack and processes.

⛳️ Requirements

• Over 10 years of experience in customer success or post-sale leadership within a B2B SaaS organization, including more than 5 years leading customer success teams.

• Proven history of managing retention and expansion (GRR and NRR) and building and scaling a Customer Success team.

• Established credibility with CISOs and security professionals.

• Technical expertise in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations adequate for leading technical discussions.

• Practical experience in applying AI to customer success, including LLM-based workflows, predictive health scoring, or automated customer engagement; has built and assessed these solutions.

• Data-driven mindset and familiarity with customer success platforms, CRM, and BI tools.

• Strong executive presence and excellent communication abilities.

• Experience in leading a remote team.

• Entrepreneurial mindset and comfort with the fast pace and uncertainty of a high-growth environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Supportive and collaborative company culture.