Director of Customer Success

10+ years of experience in Customer Success or Account Management within SaaS. 5+ years leading and developing CSM teams. Proven success driving retention, expansion, and customer health in complex, enterprise-level accounts. Strong experience with Salesforce, CS automation tools, and AI-driven workflows. Strategic and analytical mindset. Excellent communication and executive-level presence. Deep understanding of relationship management, value realization, and business impact storytelling. Passion for innovation, adaptability, and continuous learning. Experience partnering cross-functionally with Sales, Support, Implementation, Marketing, Product, and Operations. Builder mentality—comfortable with ambiguity, process creation, and scaling programs.

Lead and inspire a global team of Customer Success Managers. Build, mentor, and scale a world-class team. Oversee headcount management, book balancing, and capacity planning. Develop and execute hiring and onboarding plans. Personally manage and grow key enterprise accounts. Design and deliver digital programs, automation, and playbooks. Use AI and Salesforce workflows to identify risks and opportunities. Shape the global CS strategy by partnering cross-functionally. Establish repeatable processes, implement KPIs, and refine systems. Serve as the executive advocate for customer needs. Lead global transformation initiatives. Collaborate with the team to showcase customer success stories. Build and maintain trusted, executive-level relationships with customer leaders. Strategically prioritize investment of time and resources across accounts.