Director of Client Success

Job Summary

Seeking a strategic and hands-on Director of Client Success, the full-time remote position will manage partner satisfaction, retention, and expansion by aligning onboarding, support, and account management efforts while leveraging AI and automation to enhance the Client Success function.

Key responsibilities

• Lead and scale the Client Success team, promoting accountability and data-driven decision-making
• Own the partner journey from onboarding through renewal, ensuring a seamless, automated experience
• Develop and maintain CS playbooks and AI tooling standards to drive operational consistency across the team

Required qualifications

• 8+ years in Customer Success or Account Management, with 5+ years in a leadership role
• Experience in cybersecurity or technical B2B product environments
• Proven ability to lead cross-functional initiatives and drive measurable outcomes
• Strong analytical skills with experience interpreting platform telemetry and usage data
• Track record of improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) in a high-growth SaaS or cybersecurity environment