Lead a team responsible for driving customer adoption, value realization, retention, and advocacy.
Translate broader Customer Success vision into repeatable operating rhythms and measurable customer outcomes.
Improve consistency and scalability of the customer journey.
Partner cross-functionally with Sales, Product, Support, Professional Services, and Marketing.
Drive proactive customer engagement strategies that improve product adoption and retention.
Monitor customer health and ensure timely mitigation plans are in place.
Hire, lead, and develop a high-performing Customer Success team.
Coach the team to develop and execute success plans.
Serve as a senior escalation point for customer situations.
Collaborate with internal teams to ensure customers receive a coordinated experience.

10+ years of experience in Customer Success, Account Management, Customer Experience, or related functions.
3+ years of people leadership experience managing Customer Success Managers or similar customer-facing teams.
Proven success managing or leading teams serving enterprise and strategic accounts.
Strong track record of improving retention, customer health, adoption, and executive engagement.
Experience building repeatable processes, playbooks, and operating rhythms in a scaling environment.
Strong communication and influencing skills with the ability to work effectively across Sales, Product, Engineering, Marketing, Services, and Support.
Experience with Gainsight, Salesforce, and data/reporting tools; comfort using AI tools to improve team productivity and customer experience.
Industry experience in security, fraud, call center/CCaaS, identity, or enterprise SaaS preferred.
Willingness to travel up to 25%.

Director, Customer Success

Key skills