Director, Customer Success
New
Z
ZiplineSaaS
Location: United States; Workplace: Remote, Comfort collaborating across global time zones, particularly with teams and customers in North America and Europe.Full-TimeDirector
Salary177,678 - 217,162 USD per year
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Job Details
- Required Skills
- SalesforceAccount Management
Requirements
- Significant leadership experience in enterprise SaaS Customer Success or Account Management, including managing managers.
- Proven success driving customer retention, renewals, and expansion revenue in a high-touch enterprise customer model.
- Experience leading and scaling global or multi-region teams.
- Experience navigating organizational change and evolving customer coverage models.
- Strong commercial acumen balancing customer relationships, business priorities, and revenue outcomes.
- Demonstrated ability to develop high-performing teams and influence cross-functional stakeholders.
- Ability to make decisions independently.
- Experience operating in a scaling SaaS organization, ideally within the $30M to $100M ARR range.
- Comfort collaborating across global time zones, particularly with teams and customers in North America and Europe.
- Up to 25% travel may be required.
- Nice to have: experience alongside customer support or technical support functions.
- Nice to have: retail technology or familiarity with retail store operations.
- Nice to have: familiarity with Gainsight, Catalyst, or Salesforce.
- Nice to have: experience using AI or automation to improve Customer Success operations.
Responsibilities
- Lead and develop the Account Management team, fostering strong customer relationships and accountability.
- Own retention, renewal, and expansion outcomes across enterprise customers.
- Monitor customer health, address risks, and identify opportunities for growth.
- Evolve team structures, customer coverage models, and operational processes with the VP, Customer Success.
- Lead organizational and operational changes to improve efficiency, team effectiveness, and customer experience.
- Champion AI, automation, and emerging technologies to streamline workflows and improve customer outcomes.
- Partner with Sales, Product, RevOps, and other teams to represent customer needs and align priorities.
- Coach and develop Account Management leaders and team members, including succession planning and professional growth.
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