Job Description
About Us
We are a global leader in technology and SaaS innovation, serving millions of customers and enterprise partners worldwide. Our platforms power digital transformation, enterprise growth, and customer engagement across diverse industries, from financial services to consumer products.
Our mission is to redefine customer success as a driver of growth and loyalty, not just a support function. By blending data-driven insights, proactive engagement models, and world-class service delivery, we ensure that customers maximize the value of their investments with us while building long-term partnerships.
We believe that customer trust is our most valuable currency. Our culture thrives on collaboration, accountability, and continuous improvement, and we empower leaders to transform the customer experience at scale. As the Director of Customer Success, you will play a critical role in defining the strategy, execution, and leadership of global success initiatives—helping us shape how enterprises worldwide achieve outcomes through our solutions.
PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
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Enterprise Success Strategy: Develop and execute a global customer success strategy that maximizes adoption, retention, and expansion across enterprise accounts.
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Customer Engagement: Lead proactive programs to ensure customer satisfaction, loyalty, and long-term partnership value.
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Operational Excellence: Oversee systems, tools, and processes to scale customer success with precision and efficiency.
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Revenue Alignment: Collaborate with Sales and Finance to align success metrics with growth, renewal, and expansion opportunities.
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Customer Insights: Establish frameworks to capture, analyze, and present customer feedback and usage data to influence product roadmaps.
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Team Leadership: Build, mentor, and inspire high-performing customer success teams globally.
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Executive Partnerships: Engage with C-level customers to understand business priorities, resolve escalations, and foster trusted advisor relationships.
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Board & CEO Reporting: Provide updates on customer health metrics, retention, and value creation directly to senior leadership.
Qualifications, Special Knowledge, Education and Abilities
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12+ years of progressive leadership in Customer Success, Account Management, or Client Strategy, with at least 5+ years in senior leadership roles.
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Proven success in SaaS, enterprise software, or technology-enabled service organizations.
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Deep expertise in customer lifecycle management, retention strategies, and success metrics (NPS, CSAT, CLV).
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Strong knowledge of CRM, Customer Success platforms (Gainsight, Totango, Salesforce), and analytics-driven engagement models.
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Advanced degree in Business, Technology, or MBA preferred.
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Exceptional ability to influence C-suite executives and manage global enterprise relationships.
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Executive presence with strong communication, leadership, and stakeholder management skills.
Strategic Support
The Director of Customer Success serves as a strategic partner to the CRO, COO, and CEO, ensuring customer outcomes drive growth and long-term enterprise value. Key responsibilities include:
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Advising on customer-centric strategies that improve retention and revenue.
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Partnering with Product and Technology leaders to integrate customer insights into innovation roadmaps.
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Driving customer-first cultural transformation across the organization.
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Supporting ESG and sustainability commitments by aligning successful initiatives with responsible business practices.
Working Conditions
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Remote role with periodic travel for executive meetings, customer advisory boards, and global client engagements.
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Requires flexibility across multiple time zones to support international customer success operations.
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High-visibility role with direct accountability for global customer experience and retention outcomes.
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Operates in a fast-paced, enterprise-scale environment requiring resilience, agility, and precision.
Job Function
The Director of Customer Success is responsible for leading and scaling global success initiatives, ensuring enterprise customers achieve maximum value and remain long-term partners. This role balances strategic leadership, operational excellence, and executive-level engagement, positioning customer success as a core driver of growth and competitive advantage.
Why Join Us?
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Compensation Package: Base salary $244,000 – $292,000, plus bonus incentives, equity participation, and executive benefits.
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Executive Authority: Direct visibility with the CEO and Board to influence customer strategies.
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Innovation Platform: Leverage world-class SaaS platforms and analytics to transform the customer journey.
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Global Reach: Lead success strategies impacting Fortune 500 clients and millions of end-users worldwide.
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Culture of Excellence: Join a leadership team that values accountability, customer-first thinking, and measurable results.
