Director of Customer Success - Enterprise and Strategic - Remote

Overview

The Director of Customer Success will lead a team focused on Enterprise and Strategic Segments, driving customer retention, expansion, and relationship health.

In Short

• Lead a team of Customer Success Managers (CSMs) for Enterprise and Strategic accounts.
• Drive retention, expansion, and relationship health.
• Build scalable processes for onboarding and success planning.
• Coach CSMs on value-based conversations and stakeholder influence.
• Ensure product adoption and revenue realization.
• Identify upsell/cross-sell opportunities.
• Collaborate with Sales, Product, and Marketing teams.
• Use data to optimize account strategies.
• Serve as an escalation point for critical customer issues.
• Represent the voice of the customer in internal forums.

Requirements

• 10+ years in B2B or B2B2C SaaS Customer Success roles.
• 5+ years managing a team focused on Enterprise/Strategic accounts.
• Proven track record of driving high retention and upsells.
• Deep expertise in enterprise lifecycle management.
• Strong executive presence and ability to influence stakeholders.
• Experience defining processes and using CS technologies.
• Excellent analytical skills and data-driven decision making.

Benefits

• Health, Dental, and Vision insurance covered at 100% for employees.
• FSA Spending Account.
• Remote or Hybrid work options available.
• 15 days of vacation plus holidays and sick days.
• 401(k) plan with company match.
• 100% Company-paid disability and life insurance.
• Paid parental leave.