Director, Customer Success
Core
Own the post-sale customer journey (onboarding, adoption, renewal, expansion) for enterprise and mid-market customers, building an AI-native Customer Success function.
Role type
Director, Customer Success (Player-coach leadership)
Builds
Customer success team, coverage models, and AI-driven success processes
Domain
B2B SaaS, AI Agent Security, AI Governance
Deliverable
production ML models
Required skills
Team leadership and scaling, Revenue retention and expansion (GRR/NRR), AI fluency and application, Technical depth in SaaS/Identity/APIs, Executive stakeholder management, Data-driven decision making
Preferred skills
Experience with LLM-based workflows, Predictive health scoring, Automated customer engagement
Technologies
CRM, BI tools, Customer success platforms
Responsibilities
Hire and develop Customer Success Managers, Design coverage models and handoffs, Own gross and net revenue retention, Partner with Product and Engineering on roadmap, Serve as executive sponsor for strategic accounts, Operate team metrics and forecasting
Seniority
Director, hands-on IC with team leadership
