Director, Customer Success

 

The Director, Customer Success is a senior leadership role responsible for driving retention, expansion, and long‑term customer value across a strategic Enterprise portfolio of B2B SaaS customers. This role owns excellence in execution—translating strategy into outcomes through disciplined operating rhythms, strong project management, and accountability to measurable results.

 

Your portfolio responsibility will consist of 60-80 North America-based Enterprise customers totaling $40M-60M ARR.  You will lead and develop a team of 8-10 Enterprise-level Customer Success Managers (CSMs) and Customer Strategy Leads (CSLs) focused on identifying and mitigating churn risk, driving new and existing revenue, accelerating customer time‑to‑value, and ensuring high product utilization and adoption. This role partners closely with Sales, Product, Marketing, Support, and Professional Services to innovate and deliver exceptional customer outcomes at scale.

 

The ideal candidate is a hands‑on leader who thrives in complex, fast‑moving environments, rigorously manages performance against KPIs, and inspires teams to deliver consistent, repeatable results.