Senior Director, Customer Success
New
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10–15+ years
- Required Skills
- LeadershipData AnalysisAccount ManagementStakeholder managementCRMCustomer Success
Requirements
- 10–15+ years of experience in B2B customer-facing roles, with at least 5+ years leading and developing managers or senior Customer Success professionals.
- Proven track record of driving retention, expansion, and adoption metrics within a scaled Customer Success or Account Management organization.
- Strong executive presence with experience managing high-stakes customer escalations and complex commercial negotiations.
- Demonstrated ability to build scalable customer success frameworks, lifecycle programs, and operational processes in a data-driven environment.
- Strong proficiency with CRM and Customer Success platforms, using data and insights to inform strategy and execution.
- Excellent cross-functional collaboration and stakeholder management skills, with the ability to influence senior internal and external stakeholders.
- Strong analytical mindset with the ability to translate customer data into actionable insights and strategic recommendations.
- Proven leadership skills with a focus on talent development, team scaling, and performance management.
- Ability to travel up to approximately 20% for customer engagement and team collaboration.
Responsibilities
- Own and drive key customer success outcomes, including gross and net revenue retention, product adoption, expansion, and proactive risk identification across a large and diverse customer base.
- Lead, coach, and scale a high-performing Customer Success organization, including managers and senior Customer Success Managers, fostering a culture of accountability, performance, and customer advocacy.
- Design and implement scalable operational frameworks, including lifecycle processes, reporting structures, dashboards, and performance management systems to enable data-driven decision-making.
- Develop repeatable, consultative customer engagement methodologies that improve adoption, deepen customer value realization, and support long-term retention and growth.
- Act as an executive sponsor for high-value and complex customer relationships, managing escalations and leading strategic negotiations when required.
- Partner cross-functionally with Sales, Product, Marketing, and Support to align customer insights with product improvements and expansion strategies.
- Establish proactive risk management frameworks to identify churn signals early and implement mitigation strategies across the customer base.
- Influence organizational strategy by translating customer feedback and performance data into actionable business recommendations.
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