Director, Global Customer Success Service Provider

Kentik is the network intelligence platform for modern infrastructure teams, and they are seeking a Director of Customer Success for the Service Provider vertical. The role involves leading a global team to drive revenue retention and growth, manage executive relationships, and optimize customer success processes.

Responsibilities:

• Develop and execute a comprehensive success strategy to drive Gross and Net Revenue Retention (GRR/NRR) across the global Service Provider portfolio
• Create, build, and foster a sense of high-performance culture across a globally distributed team
• Mentor direct reports to become trusted advisors to the world’s top network engineers
• Network effectively with customer executives at global ISPs, CDNs, & Neo-Cloud providers
• Develop strong professional relationships that transcend the tactical and focus on strategic business outcomes
• Define and execute success processes that ensure Service Providers are maximizing Kentik for multiple desired outcomes such as peering optimization, DDoS defense, capacity planning, and AI-driven operations
• Manage customer expectations and orchestrate cross-functional resources (Engineering, Product, Sales) to resolve complex escalations with speed and transparency
• Partner with the Sales organization to identify and cultivate expansion opportunities, leveraging "Market Intelligence" to grow the Kentik footprint within existing accounts
• Act as a critical stakeholder for the Product team, translating the unique needs of backbone operators into actionable roadmap requirements
• Work with the VP of Global Customer Success to define optimal team structures and resource allocation to support a 24/7 global customer base
• Recruit and onboard the industry’s best talent, leveraging your network to build a team of "network aficionados" who understand the language of BGP, Flow, and SDN
• Compile data and insights related to customer health and health scores to provide accurate forecasting of renewals and potential churn risks

Requirements:

• 5+ years in a senior-level, client-facing leadership role (Customer Success, Account Management, or Professional Services) within the SaaS or Networking industry
• An understanding of the Service Provider landscape
• Proven experience managing and scaling global, remote-first teams
• Experience defining and optimizing customer lifecycles, success playbooks, and health-scoring methodologies
• The ability to articulate complex technical value (e.g., Synthetic Monitoring, Multi-Cloud Observability) in terms of business ROI for executive stakeholders
• Proficiency in using data to identify trends, predict churn, and demonstrate the quantifiable impact of Kentik on a customer's bottom line
• Passion for meeting customers where they are; ability to travel globally (up to 30%) to build in-person relationships and support strategic QBRs