Job Description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success in United States.
This is a senior leadership opportunity at the intersection of customer success strategy, platform expertise, and team development within a fast-scaling SaaS environment. You will be responsible for defining how customer success operates across the organization, ensuring consistent, high-quality experiences for clients while driving retention, expansion, and long-term value. The role requires a leader who can operate both strategically and tactically, partnering closely with product, account management, and executive leadership teams. You will act as a key voice of the customer, translating feedback into actionable product and operational improvements. This position also plays a critical role in building and scaling high-performing teams while reinforcing operational excellence and commercial alignment. It is ideal for a hands-on leader who thrives in dynamic, product-driven environments.
Accountabilities:
- Lead, mentor, and develop a high-performing Customer Success team, fostering a culture of accountability, operational rigor, and continuous improvement.
- Define and implement scalable customer success strategies, frameworks, and operating standards in collaboration with senior leadership.
- Serve as a key customer advocate to the Product team, translating feedback into prioritized roadmap inputs and driving product improvements.
- Oversee customer lifecycle management, ensuring successful onboarding, adoption, retention, renewal, and expansion outcomes.
- Partner closely with Account Management to align on commercial strategy and support renewals and growth opportunities.
- Develop deep expertise in the platform to support complex escalations, technical issues, and customer configuration challenges.
- Build and optimize processes, tools, and dashboards (including Salesforce) to improve visibility, efficiency, and team performance.
- Act as escalation point for high-impact customer issues and ensure timely, effective resolution.
- Drive cross-functional collaboration across Product, Sales, and Operations to improve customer experience and business outcomes.
- 10+ years of experience in Customer Success, Account Management, or related SaaS leadership roles, including team management responsibilities.
- Proven experience leading and scaling Customer Success or post-sales teams in a SaaS or technology-driven environment.
- Strong technical aptitude with the ability to understand platform architecture, configurations, and integrations at a detailed level.
- Demonstrated ability to influence product direction through structured customer insights and feedback loops.
- Strong commercial acumen with experience supporting renewals, expansions, and customer lifecycle revenue growth.
- Excellent leadership skills with a track record of hiring, mentoring, and developing high-performing teams.
- Strong analytical, operational, and problem-solving abilities with attention to detail and process discipline.
- Excellent communication and stakeholder management skills, including experience working with senior leadership.
- Ability to manage multiple priorities in a fast-paced, high-growth environment.
- Competitive compensation package aligned with experience and market standards.
- Comprehensive health, dental, and vision insurance coverage.
- Flexible remote work model within the United States.
- Generous paid time off and holiday policies.
- Lifestyle Spending Account supporting wellbeing and personal development.
- Retirement and savings benefits.
- Strong focus on learning, growth, and leadership development opportunities.
- Inclusive, people-first culture emphasizing collaboration and innovation.
- Opportunity to work on impactful, fast-evolving SaaS products with high visibility.
Requirements:
Benefits:
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Date Posted
04/23/2026
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