Director of Customer Success

Job Summary

Seeking a strategic and accomplished Director of Customer Success, the remote role will lead the Enterprise Customer Success organization, focusing on retention and growth outcomes for large, complex customers while building a high-performing team of consultative advisors.

Key responsibilities

• Set the strategy for Enterprise Customer Success, defining vision and annual plans focused on value realization and customer experience
• Own Enterprise retention by establishing renewal strategies for high-value accounts and ensuring gross revenue retention
• Build a consultative, outcome-centric culture through enablement and coaching programs that standardize best practices across the team

Required qualifications

• 5-7 years of experience in Customer Success, Account Management, or related enterprise SaaS roles, with over 5 years in people leadership
• Proven record of improving retention and expansion across large, complex accounts
• Experience building consultative Customer Success organizations, including developing value frameworks and coaching programs
• Proficiency with AI tools and understanding their impact on event and marketing teams
• Strong commercial judgment and experience with complex negotiations and multi-year agreements