About this role

Manage and mentor a team of Service Delivery Leaders and Customer Success Managers
Foster team cohesiveness and focus on employee morale
Set team goals aligned with organizational objectives
Act as a single accountable post-sales leader for customer outcomes
Oversee customer planning, deployment, account-level reviews
Maintain executive relationships and act as an escalation point
Drive success metrics and Key Performance Indicators (KPIs)
Lead the communication channel into the business
Partner with Sales and Professional Services teams

10+ years of professional experience in a high-growth SaaS/Cloud Enterprise Organization or similar
At least 5+ years in a leadership capacity
Demonstrated experience leading global direct/indirect teams of 10+
Proven track record of managing quantified metrics and execution programs
Extensive customer-facing experience in senior roles
Expertise in managing customer escalations
Experience leading teams to deliver large technology programs
Proven ability to work effectively in a highly matrixed organization
A strategic mindset with P&L/Run the Business experience
STEM Bachelor’s Degree required or equivalent experience
Master’s degree preferred

Senior Director, Customer Success

Key skills