Director, Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success in the United States.

This role leads a high-performing Customer Success team managing a strategic portfolio and driving measurable adoption, retention, and revenue growth. You will oversee a team of Customer Success Managers, develop scalable frameworks, and collaborate closely with Sales, Marketing, and Product teams to deliver coordinated strategies that maximize customer outcomes. The position emphasizes data-driven decision-making, proactive risk management, and fostering a culture of ownership and accountability. It offers the opportunity to influence both team performance and organizational strategy in a fast-moving, high-growth environment, while championing the voice of the customer across all initiatives.

• Lead, mentor, and develop a team of Customer Success Managers to strengthen customer relationships, increase adoption, and drive retention and expansion revenue
• Set clear performance metrics tied to renewals, expansion, and customer satisfaction; maintain accountability through regular reviews and feedback loops
• Partner with Sales leadership to define account growth strategies, including segmentation, targeting, and expansion playbooks
• Collaborate cross-functionally with Sales, Marketing, and Product teams to ensure consistent customer messaging, feedback integration, and product alignment
• Analyze customer data, adoption trends, and health scores to proactively identify risks and growth opportunities
• Evolve success frameworks, processes, and tools to improve team efficiency, scalability, and overall impact
• Champion the customer voice to ensure insights inform strategic initiatives and long-term value realization

Requirements:

• 10+ years in Customer Success, Account Management, or related roles, including 5+ years in a leadership capacity
• Proven ability to lead teams that deliver measurable retention and expansion revenue results
• Strong business acumen with experience translating data into actionable insights and strategic plans
• Excellent relationship-building and communication skills, capable of influencing cross-functional teams
• Deep understanding of customer success metrics, SaaS business models, and sales motions
• Proficiency with CRM and analytics tools (e.g., Salesforce, ChurnZero, Pendo) to drive decisions and strategy
• Ability to excel in a fast-paced, high-growth environment with a results-oriented mindset

Benefits:

• Competitive annual salary: $146,000–$166,000 USD, plus a 10% performance bonus paid quarterly
• Medical coverage for employees and dependents (80–90% employer covered) with HSA contributions
• 401(k) plan with employer match up to 3.5%
• Dependent Care Flexible Spending Account (FSA), Dental & Vision coverage
• Basic Life and AD&D Insurance, Short and Long Term Disability
• Flexible Time Off & 12 paid annual holidays, Paid Parental Leave, Pawternity Leave, financial support for pet adoption, and subsidized pet insurance
• $250 annual stipend for learning and development