Director, Customer Success (Enterprise)
New
1
1PasswordCybersecurity, IAM
Remote (United States | Canada)Full-TimeDirector
Salary not disclosed
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Job Details
- Required Skills
- CybersecuritySalesforceCustomer SuccessSaaS
Requirements
- 10+ years of experience in Customer Success, enterprise account management, or strategic post-sale functions in SaaS.
- 10+ years of people management experience, with demonstrated progression leading CSMs.
- Proven track record of owning NRR and expansion outcomes in an Enterprise segment.
- Deep familiarity with CS operating frameworks like success planning, EBR design, and renewal/expansion forecasting.
- Proficiency with Gainsight and Salesforce for managing team performance and pipeline.
- Experience managing complex renewals, executive stakeholder engagement, and commercial expansion motions.
- Ability to drive forecasting rigor and maintain forecasting hygiene at the team level.
- Demonstrated ability to build, develop, and scale high-performing Enterprise CSM teams.
- Strong written and verbal communication skills with executive presence.
- Ability to navigate organizational ambiguity and align cross-functional partners.
Responsibilities
- Lead and develop a team of Enterprise CSMs across multiple experience levels.
- Own the Enterprise segment's NRR outcomes, engagement model, and overall team performance.
- Drive the full post-sale success motion including retention, expansion pipeline generation, executive business reviews, and forecasting.
- Partner with Enterprise Sales, RevOps, Solutions Engineering, and Product leadership to align on strategy and customer priorities.
- Act as senior escalation owner for the most critical, high-stakes customer situations.
- Design and scale Enterprise CS engagement models, success planning standards, and playbooks.
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