Director, Mid Market Customer Success
Core
Lead the Mid Market Customer Success organization, overseeing people managers and driving retention, adoption, and expansion for tech-touch and high-touch customers.
Role type
Director, Mid Market Customer Success
Builds
Mid Market and Digital customer success teams, segmented engagement strategies, and renewal/expansion pipelines.
Domain
B2B SaaS, Email Security, Cybersecurity
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Leading people managers, running quota-carrying organizations, building segmented CS models, cross-functional partnership, data-driven retention strategies, product positioning
Preferred skills
Email security domain expertise, API-based SaaS familiarity, scaling global distributed teams, standing up tech-touch motions
Technologies
AI-driven email security platforms, API-based SaaS, cloud-native architectures
Responsibilities
Coach first-line managers to build high-performing teams, own renewal and expansion outcomes, establish segmentation strategy for high-touch vs digital coverage, partner with Sales/Product/Renewals, monitor customer health via data, represent customer voice in product roadmap, escalate significant customer issues
Seniority
Director, people leadership & strategy
