Senior Director, Customer Success

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

📋 Description

• Lead and manage the Enterprise Customer Success team across the AMER region, which includes Directors and Managers.

• Enhance customer retention, satisfaction, and growth within a diverse enterprise customer portfolio.

• Develop and implement the Enterprise Customer Success strategy in line with company objectives and operational excellence.

• Improve segmented Enterprise approaches for government and Strategic/Major customers.

• Collaborate with Sales, Renewals, Support, and Product teams to ensure a seamless customer experience and maximize lifetime value.

• Establish executive relationships with key customers and guide their long-term success.

• Actively engage in customer-facing roles for escalations and issue resolution.

• Create scalable success planning, executive business reviews, and value realization frameworks.

• Leverage data-driven insights to enhance customer health, forecast retention risks, and guide proactive engagement.

• Mentor and coach Customer Success leaders to develop accountable, high-performing teams.

• Advocate for the customer perspective to influence product development and go-to-market strategies.

• Travel up to 25% to engage with key customers and internal teams.

• Report directly to the global VP of Customer Success.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment.

• More than 5 years of experience leading large or multi-tiered teams.

• Proven track record of managing Enterprise or Global customers successfully.

• Strong business acumen with the ability to collaborate with senior executives at Fortune 500 companies.

• Demonstrated capability to scale teams and processes in a rapidly growing environment.

• Experience in driving retention and expansion strategies through data, systems, and cross-functional teamwork.

• Excellent communication, executive presence, and relationship management abilities.

• Strategic mindset with ownership and a sense of urgency in ambiguous situations.

• Knowledge of renewals and expansion strategies in collaboration with Renewal Management/Sales.

• Experience in developing and operationalizing impactful AI-driven processes for post-sales functions.

• Familiarity with API-based SaaS solutions and cloud-native architectures.

• Previous experience leading global or multi-regional teams in a high-velocity SaaS organization.

🏝️ Benefits

• Eligibility for bonus or incentive compensation.

• Equity eligibility.

• Comprehensive benefits package.

• Pre-employment checks in accordance with security and privacy standards.