Director of Customer Success
Job Summary
Owning the post-sale customer journey, the full-time Director of Customer Success will lead a team of Customer Success Managers, focusing on onboarding, adoption, renewal, and expansion while leveraging AI to enhance customer value in a remote environment.
Key responsibilities
- Lead and scale the Customer Success team by hiring, coaching, and developing managers with a focus on AI fluency and clear career paths
- Drive customer outcomes by owning revenue retention and expansion, and building success plans tied to security outcomes
- Partner across the customer journey by collaborating with Support, Product, and Engineering to enhance customer satisfaction and product adoption
Required qualifications
- 10+ years in customer success or post-sale leadership at a B2B SaaS company, with 5+ years in a leadership role
- Proven track record of owning retention and expansion metrics and building scalable Customer Success teams
- Technical credibility with CISOs and experience in SaaS, identity management, and integrations
- Hands-on experience applying AI to customer success, including LLM-based workflows and predictive health scoring
- Strong executive presence and experience leading remote teams in a high-growth environment
Complete Job Description
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