Senior Director - Customer Success, Auto Adjacent Solutions
New
J
JobgetherSaaS, Data, Analytics
Based in the United StatesFull-TimeDirector
Salary150,000 - 175,000 USD per year
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Job Details
- Experience
- 7–10+ years
- Required Skills
- SalesforceCustomer SuccessSaaSCRMData analytics
Requirements
- 7–10+ years of customer success experience, including significant responsibility for leading and developing teams in complex B2B environments.
- Bachelor’s degree required; Master’s degree preferred, or equivalent experience relevant to senior customer success leadership.
- Proven experience scaling and managing complex B2B customer success organizations, with a demonstrated ability to improve retention, renewals, customer value, and team performance.
- Strong people leadership and coaching capabilities, including the ability to establish clear expectations, provide actionable feedback, develop talent, and prepare future leaders.
- Experience with renewal management and commercial performance, including pipeline management, forecasting, account planning, retention strategies, and performance measurement.
- Background in data, analytics, SaaS, research, advisory, or similarly complex solution-based businesses.
- Executive presence and communication skills, with the ability to build credibility with senior customer stakeholders and influence internal leaders.
- Strong cross-functional leadership skills, including experience collaborating with Sales, Product, Marketing, Customer Solutions, and delivery teams.
- Experience using Salesforce or an equivalent CRM platform to manage customer relationships, pipeline activity, forecasting, and performance data.
- Analytical and operational mindset, with the ability to use metrics to identify risks, assess performance, establish priorities, and drive accountability.
- Strategic and adaptable leadership style, combining commercial focus with empathy, collaboration, sound judgment, and a strong customer-first orientation.
Responsibilities
- Own customer success and renewal performance across the assigned industry or product portfolio, with accountability for renewal bookings, retention, customer health, adoption, and long-term account value.
- Translate customer success strategy into execution, establishing clear priorities, tiered servicing models, account-planning expectations, and structured approaches to customer engagement.
- Lead, coach, and develop the customer success organization, supporting professionals at different experience levels while building management capabilities and a strong leadership pipeline.
- Drive renewal and pipeline discipline, ensuring accurate forecasting, strong deal hygiene, consistent process adherence, and proactive identification of risks and opportunities.
- Coach teams through complex customer situations, including strategic renewals, high-value accounts, negotiations, escalations, and customer retention challenges.
- Establish a consistent operating rhythm across multiple customer segments, products, and customer types.
- Promote adoption of customer success tools and methodologies, strengthening operating cadences, processes, reporting, and execution standards.
- Identify and resolve systemic blockers by partnering with cross-functional teams.
- Act as an executive-level customer presence, participating in strategic customer meetings, executive briefings, high-value negotiations, and escalations.
- Monitor and improve key performance indicators, including renewal bookings, gross retention, net retention, recurring revenue, and forecast accuracy.
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