Director of Customer Success

📋 Description

• Own enterprise retention targets; drive renewals and expand accounts.
• Build and implement playbooks, health scoring, and success plans.
• Define performance metrics (NRR, GRR, adoption, value) and optimize.
• Turn usage data into actionable insights for strategy.
• Identify at-risk accounts and lead mitigation to improve outcomes.
• Collaborate with Sales to drive renewals, upsell, and cross-sell.

🎯 Requirements

• 10+ years in Customer Success or related domain; 5+ in leadership.
• Bachelor’s degree or equivalent experience.
• Proven track record on retention, GRR/NRR, and expansion targets.
• Strong understanding of enterprise sales and CS/PS/Renewals alignment.
• Experience with CS platforms such as Gainsight or Catalyst.
• Deep CS metrics knowledge: NRR, GRR, churn, health scoring, forecasting.

🎁 Benefits

• Collaborative and inclusive culture.
• Distributed, globally-enabled team.
• Competitive compensation and equity.
• Comprehensive benefits package.