Senior Director of Customer Success

Job Summary

A company is looking for a Senior Director of Customer Success.

Key Responsibilities

• Own the post-implementation customer lifecycle, focusing on retention, churn reduction, and expansion outcomes
• Architect and scale an AI-enabled Customer Success organization aligned to ARR segmentation and customer complexity
• Establish and operationalize KPIs, translating insights into actionable plans for performance improvement

Required Qualifications

• 12-18+ years of SaaS experience, including 7-8+ years in Customer Success or Customer Operations
• Proven experience in scaling customer organizations during high-growth phases
• Demonstrated history of stabilizing and improving retention performance
• Strong understanding of customer adoption and engagement processes within multi-product SaaS platforms
• Proficiency in tools such as Gainsight, GONG, and Salesforce