Director, Customer Success Managers

📋 Description

• Own gross retention and Net Retention Rate (NRR) across all named G-P accounts and every account
• Lead, hire, and coach Managers of Customer Success across the Americas, EMEA, and APAC, driving
• Set and manage global coverage models by account tier (Strategic CSMs on the largest accounts, Sr.
• Oversee the renewals process across the portfolio, ensuring consistent renewal outcomes and
• Lead the weekly and monthly risk and churn review cadence with Revenue leadership, maintaining
• Establish and maintain rules of engagement with Account Management—ensuring CSMs own renewals and

🎯 Requirements

• 10+ years of experience in Customer Success or Account Management within B2B SaaS or global
• 5+ years of experience leading and managing people managers.
• Proven track record of protecting and expanding a large customer book, driving measurable gains in
• Demonstrated experience leading distributed teams across multiple regions and time zones.
• Hands-on experience designing and implementing tiered coverage models, playbooks, and scalable CS
• Strong executive presence with both enterprise customers and executive leadership.

🎁 Benefits

• Generous paid parental leave
• Flexible time off
• Spending accounts
• Medical insurance
• Dental insurance
• Vision insurance