Senior Director, Customer Success Management

10+ years of Customer Success experience within the tech industry or in a fast-paced, global environment Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role Sales experience will also be considered Minimum of 5 years leading large-scale Customer Success organizations (50+ employees), including multiple layers of management Proven success designing and scaling Customer Success organizations across a diverse portfolio, from SMB to Enterprise Experience leading through managers, mentoring great talent and developing high-performing teams Ability to architect service and support delivery models that align with current customer segments, deliver customer value and scale with growth projections Executive presence with the ability to engage and influence C-level customers and cross-functional peers Strong analytical and operational mindset, skilled at using data, experimentation, and metrics to inform decisions and measure impact Proficiency with Salesforce, Gainsight, and data visualization tools Comfortable interpreting complex data sets

Design and operationalize a scalable, data-informed Customer Success strategy Drive retention, growth, and advocacy across all customer segments Lead Customer Success Management and Renewals teams Manage customers across SMB, Commercial, and Enterprise segments Focus on customer experience and revenue Secure complex renewals across various industries and markets Up-level teams to drive growth through relationships Turn customers into raving fans, ensuring strong utilization and limited churn risks Set strategy and prioritize Objectives and Key Results (OKRs) for the Customer Success Management team Recruit and develop a high-performing team of CSMs and managers Analyze customer data to identify and mitigate trends and risks Expand revenue with accounts by identifying new use cases, seat expansion, and cross-sell opportunities Drive measurable improvements in product adoption, utilization, and customer satisfaction Deploy programs to help customers see value and achieve business outcomes, impacting contraction and churn Develop and operationalize playbooks, success plans, and key metrics for CSM teams Create standardized frameworks for renewals and advocacy Represent the voice of the customer across the business Influence internal stakeholders to promote a customer-centric mindset Leverage and scale the customer success management organization Partner closely with Sales and Account Management teams to engage with customers