Director, Client Success
New
USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in Customer Success, Account Management, or related client-facing roles, including 5+ years in leadership.
- Required Skills
- CybersecurityData AnalysisQA AutomationAccount ManagementCustomer SuccessSaaS
Requirements
- 8+ years of experience in Customer Success, Account Management, or related client-facing roles, including 5+ years in leadership.
- Proven experience driving retention, expansion, and revenue growth (NRR/GRR) in SaaS or cybersecurity environments.
- Strong understanding of technical B2B products and experience working in highly complex, enterprise environments.
- Demonstrated ability to build and scale Customer Success teams, processes, and operational frameworks.
- Experience using data, analytics, and product telemetry to inform customer strategy and decision-making.
- Hands-on experience with AI-enabled Customer Success motions, automation workflows, or predictive analytics tools.
- Strong executive presence with the ability to communicate insights and outcomes to senior leadership and C-suite stakeholders.
- Ability to lead cross-functional initiatives across Sales, Product, and Support organizations.
- Strong analytical thinking with the ability to translate data into actionable customer strategies.
- Experience in cybersecurity or MSP ecosystems is highly preferred.
Responsibilities
- Lead and scale the Client Success organization, fostering a culture of accountability, performance, and data-driven execution.
- Own the end-to-end partner lifecycle, including onboarding, adoption, engagement, renewal, and expansion.
- Develop and operationalize Client Success playbooks, workflows, and standardized frameworks to ensure consistency and scalability.
- Partner closely with Sales, Product, and Technical Support to align on customer needs, feedback loops, and product improvements.
- Build and manage AI-powered customer health scoring systems, churn prediction models, and automated engagement workflows.
- Leverage product telemetry and usage analytics to identify adoption gaps, risk signals, and growth opportunities.
- Define and track key success metrics including NRR, GRR, Time-to-Value (TTV), product adoption, and expansion revenue.
- Design scalable onboarding and digital engagement programs that increase efficiency without proportional headcount growth.
- Present insights and performance outcomes to executive leadership, including C-level stakeholders and internal leadership teams.
- Drive continuous improvement of Client Success operations through automation, AI tooling, and process optimization.
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