Senior Director, Customer Success
New
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in Customer Success, Account Management, Professional Services, or post-sale leadership roles within SaaS environments; 5+ years of experience leading managers or senior leaders
- Required Skills
- Artificial IntelligenceData AnalysisCross-functional Team LeadershipAccount ManagementCustomer SuccessSaaS
Requirements
- 10+ years of experience in Customer Success, Account Management, Professional Services, or post-sale leadership roles within SaaS environments.
- 5+ years of experience leading managers or senior leaders.
- Proven track record of scaling customer-facing organizations in high-growth contexts.
- Demonstrated success in driving retention, expansion, adoption, and overall customer value realization.
- Strong executive presence with the ability to influence C-level stakeholders.
- Deep expertise in customer lifecycle management, success operations, health scoring, and forecasting.
- Experience working cross-functionally with Product, Sales, Marketing, and Support in matrixed environments.
- Systems-oriented and AI-forward mindset.
Responsibilities
- Lead the enterprise customer success strategy, owning retention, expansion, adoption, and overall customer health outcomes.
- Build and scale a high-performing Customer Success organization, developing managers and teams.
- Design and optimize customer lifecycle frameworks, including health scoring, forecasting models, and engagement strategies.
- Partner cross-functionally with Sales, Product, Marketing, and Support to ensure a seamless customer journey.
- Drive executive-level engagements, including QBRs and strategic business reviews.
- Leverage data, analytics, and AI-enabled workflows to improve operational efficiency and scalability.
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