Director, Commercial Customer Success - Remote

Overview

The Commercial and Scale Customer Success Director is responsible for leading strategy, programs, and teams that support a broad portfolio of commercial and mid-market customers, driving customer adoption, value realization, and retention.

In Short

• Define and execute the customer success strategy for commercial and scale segments.
• Build and lead a high-performing team across named CSMs, pooled, and partner-led models.
• Ensure onboarding, adoption, and value realization across diverse customer portfolios.
• Drive process standardization and automation to improve efficiency and consistency.
• Leverage data, telemetry, and health scoring to prioritize customer engagement.
• Partner with Sales, Renewals, Marketing, Support, and Product to drive customer outcomes.
• Scale digital touch programs, including success content, campaigns, and communities.
• Continuously evolve the scale CS playbook for global consistency and regional fit.
• 10+ years in Customer Success, Account Management, or related field.
• Experience leading distributed or global teams.

Requirements

• Strategic planning and execution in a customer-facing function.
• Strong operational rigor with ability to design scalable programs.
• Data-driven decision making with proficiency in analytics tools.
• Excellent leadership, coaching, and team development skills.
• Customer-centric mindset with strong communication and relationship management abilities.
• Ability to influence cross-functionally and work effectively in a matrixed environment.
• Proven experience managing commercial or mid-market customer segments at scale.
• Familiarity with partner-led success motions a plus.
• Audit, Risk and Compliance experience a plus.
• SaaS or technology industry experience strongly preferred.

Benefits

• Launch a career at one of the fastest-growing SaaS companies in North America!
• $200/mo for anything that enhances your life.
• Remote and hybrid work options.
• Comprehensive employee health coverage.
• 401K with match (US) or pension with match (UK).
• Competitive compensation & bonus program.
• Flexible Vacation or 25 days (UK).
• Time off for your birthday & volunteering.
• Opportunities for team and company-wide get-togethers!