Director of Customer Success

Job Summary

A company is looking for a Director of Scaled Customer Success to lead mid-market and commercial customer segments.

Key Responsibilities

• Own gross and net revenue retention for mid-market and commercial segments
• Partner with Sales to drive expansion through structured, scalable motions
• Build and optimize a data-driven customer success function leveraging digital engagement and automation

Required Qualifications

• 8+ years of experience in Customer Success, Account Management, or related GTM roles, with at least 5+ years in a leadership role
• Proven experience managing mid-market or commercial segments at scale
• Strong track record of owning retention and expansion metrics
• Experience with customer success platforms, CRM systems, and marketing automation tools
• Deep operational expertise in forecasting, segmentation, and productivity management