Director, Customer Success
Core
Executive leader responsible for holistic commercial and strategic accountability for the entire Customer Success portfolio, managing both high-touch enterprise accounts and scaled high-volume segments.
Role type
Director, Customer Success
Builds
Customer success operating models, tiered service frameworks, and executive-level client relationships.
Domain
SaaS / Customer Data Platform / Identity Resolution
Required skills
SaaS Enterprise Customer Success leadership, dual-model portfolio management, executive C-suite relationship management, organizational design, talent architecture, commercial strategy, operational excellence
Preferred skills
AI-driven customer operations fluency, scaling automated intelligence systems, executive multi-threading at scale, self-healing escalation architecture
Technologies
AI-first platforms, identity resolution agents, customer data agents
Responsibilities
Assume ultimate accountability for aggregate NRR, GRR, early renewal rates, and expansion pipeline generation across the total portfolio. Lead the strategic design and resource deployment of customer pods. Establish and enforce operational frameworks for both high-touch strategic accounts and scalable high-volume segments. Build, lead, and develop a multi-tiered organization of managers, team leads, and Senior CSMs. Act as the primary interface representing the Success organization to C-suite leadership, Sales, Product, and Engineering.
Seniority
Director, executive leadership