Director, Customer Success

📋 Description

• Assume ultimate accountability for aggregate NRR, GRR, early renewal rates, and expansion pipeline
• Serve as the executive escalation point and executive sponsor on strategic, multi-million-dollar
• Lead the strategic design and resource deployment of customer pods
• Optimize headcount allocation, pod alignment, and account load balancing as client complexity
• Partner with Pre-Sales and Sales Leadership to guarantee seamless, high-value handoffs at contract
• Establish, refine, and enforce the operational frameworks for both high-touch strategic accounts

🎯 Requirements

• 12+ years of progressive leadership in SaaS Enterprise Customer Success, Account Management, or
• 5+ years directly leading leaders (managers, team leads) or senior principal ICs managing
• Proven experience architecting and managing both high-touch enterprise accounts ($1M–$5M+ ARR) and
• Direct track record of navigating complex C-suite relationships, leading Executive Briefing Centers
• Demonstrated ability to build health-scoring frameworks, operational telemetry, and standardized
• Broad people-management experience across hiring, leadership coaching, performance management, and

🎁 Benefits

• Comprehensive healthcare coverage with a choice of medical plan options
• Transportation subsidies
• Comfortable work environment with snacks
• Employee experience programs and perks
• Self-managed PTO
• Flexibility to do best work in the way that works for you