Director, Customer Success
New
J
JobgetherSaaS, Enterprise Software
Permanently residing in the United States and registered statesFull-TimeDirector
Salary$135,000–$160,000 USD annually
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Job Details
- Experience
- 8+ years
- Required Skills
- SalesforceStakeholder managementSaaS
Requirements
- 8+ years of experience in Enterprise Customer Success, Strategic Account Management, or similar SaaS environments.
- Significant experience leading and developing Customer Success Managers with a focus on commercial outcomes.
- Proven track record in owning or leading enterprise renewals, upsells, and cross-sells, including hands-on negotiation.
- Demonstrated ability to build trusted relationships with VP and C-level stakeholders in complex $250K+ ARR accounts.
- Strong strategic account planning capabilities, including whitespace analysis and renewal risk assessment.
- Experience using AI-powered tools to improve customer insights, account strategy, and decision-making.
- Strong business acumen with understanding of customer operating models and financial drivers.
- Ability to thrive in evolving environments and transform processes.
- Experience with SaaS metrics, customer lifecycle management, and Customer Success platforms.
- Strong executive communication, presentation, and facilitation skills.
- Experience in field service management software preferred.
- Experience with Salesforce or the Salesforce ecosystem is a plus.
Responsibilities
- Lead, coach, motivate, and develop the Customer Success team to become more strategic and commercially effective.
- Define and own the Customer Success strategy and operating model across multiple product lines.
- Provide executive-level oversight for strategic enterprise accounts to strengthen relationships and drive value.
- Own renewal and expansion strategy, including accountability for retention, ARR, and account growth.
- Personally lead complex enterprise renewals and expansion opportunities, including negotiations and contract strategy.
- Establish strategic account plans, renewal and expansion forecasts, and customer health practices.
- Leverage AI and automation to enhance customer insights, forecasting, and team productivity.
- Partner with cross-functional leadership (Sales, Product, Engineering) to remove customer obstacles and influence business decisions.
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