Director of Customer Success

Job Summary

Leading the Customer Success organization for the Enterprise Solutions portfolio, the full-time remote Director of Customer Success will be responsible for driving value realization, managing a team of Customer Success Managers, and collaborating closely with Business Development to enhance account health and expansion readiness.

Key responsibilities

• Oversee the Customer Success team, ensuring effective engagement with retailer executives on e-commerce strategy and operations
• Develop and implement standards for customer success metrics, including adoption velocity and customer satisfaction scores
• Collaborate with cross-functional teams to ensure smooth transitions and effective account management throughout the customer lifecycle

Required qualifications

• 8+ years of experience in enterprise customer success or post-sale leadership within a B2B SaaS or enterprise technology environment
• Proven track record of managing a customer success organization with measurable outcomes in adoption and revenue growth
• Experience in designing and operating segmented customer success coverage models
• Demonstrated executive presence and ability to engage with senior-level customer counterparts
• Hands-on experience in hiring and developing senior customer success talent