Senior Director, Customer Success
New
J
JobgetherB2B SaaS
United StatesFull-TimeDirector
SalaryBase salary range of $255,040–$300,000 USD
Apply NowOpens the employer's application page
Job Details
- Experience
- 10+ years
- Required Skills
- Data AnalysisChange ManagementCustomer SuccessSaaSAccount Management
Requirements
- 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment.
- At least 5 years managing large or multi-level teams.
- Proven experience leading Enterprise or Global customer relationships in complex SaaS environments.
- Strong business acumen with the ability to build relationships with senior executives, including Fortune 500 stakeholders.
- Demonstrated success scaling Customer Success teams, processes, and operating models within a high-growth organization.
- Strong understanding of retention, renewals, expansion, adoption, and customer value strategies.
- Experience using data, systems, and performance insights to identify risks and guide strategic decision-making.
- Proven ability to lead through influence across cross-functional organizations.
- Exceptional communication, executive presence, presentation, and relationship management skills.
- Experience building and implementing impactful AI-driven processes within post-sales or Customer Success organizations.
- Strong coaching and people leadership capabilities.
Responsibilities
- Lead and develop the Enterprise Customer Success organization across the Americas, managing multiple levels of leadership including Directors and Managers.
- Define and execute the Enterprise Customer Success strategy, aligning customer engagement models, segmentation, operational processes, and priorities with broader business objectives.
- Drive retention, adoption, customer satisfaction, and expansion across a complex portfolio of enterprise and strategic customers.
- Build strong executive relationships with key customers, understand their business priorities, and serve as a senior advisor throughout their customer lifecycle.
- Take an active leadership role in complex customer escalations, ensuring issues are resolved effectively while protecting long-term relationships and business outcomes.
- Partner closely with Sales, Renewals, Support, Product, and Engineering to create consistent customer experiences and maximize customer lifetime value.
- Establish scalable success planning, executive business reviews, value realization frameworks, and other programs designed to demonstrate measurable customer impact.
- Represent the customer voice internally, using customer insights to influence product priorities, go-to-market strategies, and organizational decisions.
- Develop and operationalize AI-driven processes that improve efficiency and effectiveness across post-sales functions.
View Full Description & ApplyYou'll be redirected to the employer's site
