Senior Director, Customer Success – Technology Vertical

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

📋 Description

• Lead a high-performing Customer Success team focused on delivering value, enhancing retention, and driving expansion for customers.

• Oversee the complete post-sales customer journey, from onboarding to renewal.

• Develop vertical strategies for a portfolio of intricate enterprise accounts.

• Collaborate with Sales, Operations, Product, Customer Care, Marketing, Implementation, Support, and Engineering teams.

• Define and implement the vertical Customer Success strategy based on sub-verticals and customer tiers.

• Build, scale, and mentor a diverse group of Customer Success Managers and Directors.

• Establish a value framework that includes finance-relevant KPIs, outcome maps, and executive communications/QBRs.

• Manage renewals and net retention, including engagement rules and accountability for forecasts.

• Ensure successful onboarding and timely value realization with governance for complex, multi-stakeholder projects.

• Drive the cadence of QBRs, adoption, maturity, and expansion through success plans, territory maps, and executive sponsorship.

• Foster customer advocacy through references, case studies, and advisory boards.

• Collaborate with the Product team on voice-of-customer insights, roadmap validation, beta programs, security, reporting, and controls.

• Work with Implementation teams to minimize time-to-value and ensure high-quality project delivery.

• Align with Sales on strategies for expansion, whitespace analysis, commercial alignment, and account planning.

• Collaborate with Support and Engineering on incident management, major incident communications, and reliability narratives.

• Design and implement a Customer Success operating model that covers segmentation, coverage, health scoring, success planning, QBR templates, renewal forecasts, and escalation pathways.

• Manage the Customer Success budget, capacity planning, hiring strategy, and productivity metrics.

⛳️ Requirements

• Bachelor's Degree or equivalent professional experience.

• MBA is highly preferred.

• Over 5 years of relevant experience in Account Management.

• A minimum of 2 years in organizational leadership roles.

• More than 5 years of experience managing accounts worth over $500k.

• Willingness to travel at least 25% of the time.

• Strong verbal and written communication skills with the ability to influence others.

• Strategic thinker who is self-directed, organized, analytical, and possesses strong problem-solving abilities.

• Proven ability to build relationships, communicate effectively, influence, negotiate, and set mutually agreeable expectations.

• Capacity to manage and lead during periods of change and organizational transformation.

• Understanding of growth businesses in a competitive landscape.

• Excellent tactical execution capabilities.

• Strong process orientation with the ability to innovate on process tools and conventions.

• Proficient in crafting detailed and well-written communications and proposals.

• Entrepreneurial mindset with a demonstrated ability to thrive in a dynamic and changing environment (preferred).

🏝️ Benefits

• Opportunity to work remotely with occasional business travel.

• Comprehensive Medical, Vision, Dental, and supplementary benefit plans.

• 401k plan with employer matching.

• Employee Stock Purchase Plan (ESPP).

• Competitive and flexible Paid Time Off (PTO).

• 9 paid company holidays.

• Access to technology and growth opportunities.

• Supportive leaders who are invested in your success.