Senior Director of Customer Success

Job Summary

Owning the entire post-sale organization, the full-time remote Senior Director of Customer Success will lead a team of 12 Customer Success Managers, focusing on gross and net revenue retention while developing management capabilities and scaling operations in a growing B2B SaaS environment.

Key responsibilities

• Accountable for gross and net revenue retention across enterprise, mid-market, and SMB customers, including forecasting and retention planning
• Manage and develop a team of Customer Success Managers and support agents, including coaching managers and overseeing hiring processes
• Establish and maintain executive relationships with key enterprise customers while ensuring operational rigor through consistent review and onboarding processes

Required qualifications

• 8+ years in Customer Success, with at least 4 years in leadership roles at B2B SaaS companies
• Experience managing managers and operating a multi-segment Customer Success organization
• Direct ownership of retention metrics for a company with $10M-$50M ARR
• Proven track record of building repeatable processes for operational cadences and customer engagement programs
• Strong executive presence with the ability to engage at all levels, from coaching to board presentations