Director of Customer Success

Job Summary

To support a growing customer base, the full-time remote Director of Customer Success will own and expand the enterprise and strategic account portfolio while leading a team to enhance customer relationships and drive platform adoption.

Key responsibilities

• Own and grow the enterprise and strategic account portfolio, focusing on retention, expansion, and long-term adoption
• Lead a team of Strategic Customer Success Managers, establishing standards for customer engagement
• Serve as the senior escalation point for high-stakes customer situations, ensuring effective resolution and recovery paths

Required qualifications

• 10+ years in strategic account management, customer success, or enterprise sales in a SaaS environment, with at least 3 years in a leadership role
• Proven track record of retaining and growing a complex enterprise portfolio with measurable outcomes
• Experience building programs and processes from the ground up
• Strong executive presence and ability to engage with C-suite level stakeholders
• Familiarity with strategic account planning tools and CRMs, preferably Salesforce