Senior Director, Customer Success

Overview

Job Description

Responsibilities

• - Own NRR, retention, and onboarding outcomes across the Customer Success organization — setting the metrics, managing to them, and holding the team accountable.
• - Build and scale CS through AI, automation, and systems thinking — designing programs that serve more customers efficiently without simply adding headcount.
• - Own relationships with our largest, most strategic accounts — leading executive QBRs, onsite meetings, and C-level conversations that connect product capabilities to clear business outcomes.
• - Step in directly when needed to stabilize or expand key accounts, navigating complex organizations and aligning multiple stakeholders.
• - Design and evolve engagement models across customer segments — from one-to-many digital programs for SMB and mid-market to high-touch enterprise partnerships.
• - Hire, coach, and develop CS managers and ICs into a high-performing, customer-obsessed team.
• - Partner with Sales, Product, Engineering, and Marketing to close feedback loops and ensure customers are getting continuous value from our platform.

Required Skills

• - 10+ years in Customer Success or related customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director).
• - Proven track record driving NRR, retention, and adoption outcomes at a B2B SaaS company, ideally supporting both mid-market and enterprise customers.
• - Hands-on experience with AI and automation in a CS context — not just an awareness of the tools, but a builder's instinct for how to apply them.
• - Strong executive presence; equally comfortable in internal strategy conversations with the CRO and in C-level customer meetings.
• - Demonstrated ability to scale CS programs — from digital, one-to-many engagement to tailored executive business reviews.
• - Experience managing and expanding strategic customer accounts, including driving adoption, deepening executive relationships, identifying growth opportunities, and delivering measurable business outcomes.
• - Strong operational acumen — able to bring structure, metrics, and process without sacrificing agility.
• - A collaborative leader who welcomes debate, challenges assumptions, and thrives in a fast-moving environment.

Benefits

• - 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• - 16 weeks paid parental leave.
• - Unlimited PTO.
• - Stipends for remote work and wellness.
• - A professional development budget.