Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success Management to lead and grow their CSM team while managing strategic accounts.

Key Responsibilities

• Lead, coach, and develop a team of Customer Success Managers
• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance across the CSM portfolio
• Build and manage scalable systems for customer engagement and retention

Required Qualifications

• 8+ years in customer success, with at least 4 years managing a CSM team in an enterprise B2B SaaS environment
• Experience managing complex, multi-stakeholder enterprise accounts, preferably in compliance-oriented sectors
• Hands-on experience with customer success platforms
• Proven ability to build repeatable customer success processes
• Experience applying AI tools in day-to-day work