Senior Director of Customer Success

Job Summary

Leading the strategy and execution for the Enterprise customer portfolio, the full-time Senior Director of Customer Success will drive customer adoption, retention, and advocacy while building a high-performing organization in a remote work environment.

Key responsibilities

• Own key success metrics for the Enterprise business, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Develop a high-performance culture focused on accountability and customer impact
• Engage strategically with major accounts and deliver regular business reviews to Executive Leadership

Required qualifications

• 10+ years of experience in Customer Success, Account Management, or related post-sale leadership roles
• 5+ years of experience leading managers and senior leaders in a SaaS environment
• Proven track record of owning retention, adoption, and expansion outcomes
• Experience in building and scaling customer success organizations in high-growth settings
• Strong executive presence with the ability to engage C-level stakeholders