Senior Director, Customer Success
Core
Lead the Enterprise Customer Success organization across the Americas, driving retention, adoption, and expansion for large global customers while shaping strategy with Product and Engineering.
Role type
Senior Director, Customer Success (Enterprise)
Builds
Enterprise customer success strategy, scalable success planning, executive business reviews, and value realization frameworks.
Domain
B2B SaaS, Enterprise Security, Cybersecurity
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise account management, team leadership (multi-level), strategic planning, cross-functional partnership, executive relationship management, data-driven retention forecasting, AI-driven process operationalization
Preferred skills
Email security domain expertise, API-based SaaS familiarity, cloud-native architecture knowledge, global team leadership
Technologies
AI-driven post-sales tools, API-based SaaS platforms, cloud-native architectures
Responsibilities
Lead and develop the Enterprise Customer Success team across AMER; Drive customer retention, satisfaction, and expansion; Establish and execute Enterprise CS strategy; Partner cross-functionally with Sales, Renewals, Support, and Product; Build and maintain executive relationships with strategic customers; Implement scalable success planning and value realization frameworks; Use data-driven insights to improve customer health and forecast retention risk; Coach and mentor CS leaders; Represent the customer voice to influence product direction.
Seniority
Senior Director, hands-on leadership
