Compensation
This employer didn't list pay. Model a likely range with the calculator.
Model this offer in the calculatorPosting language
Job description
Team: Support
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Success in the United States.
This is a high-impact leadership role focused on shaping and scaling customer success strategy across a global SaaS organization serving enterprise clients in Legal, Risk, Compliance, and HR domains. You will lead a team of Customer Success Managers responsible for both named and pooled accounts, driving retention, expansion, and long-term customer value. The role blends strategic ownership with operational execution, requiring strong leadership across customer lifecycle management, onboarding, adoption, and renewals. You will use data-driven insights to influence product direction, improve customer health, and reduce churn. Working cross-functionally with product, sales, and marketing, you will ensure a unified and seamless customer experience. This is a highly visible role where your work directly impacts revenue growth, customer satisfaction, and enterprise-scale scalability.
Accountabilities:
In this role, you will lead the customer success function end-to-end, ensuring customers achieve measurable value while the business drives sustainable growth.
- Lead, coach, and develop a team of 6–10 Customer Success Managers supporting both named and pooled enterprise accounts.
- Design and execute scalable customer success strategies across onboarding, engagement, retention, renewals, and expansion.
- Own customer lifecycle management, ensuring consistent value delivery from onboarding through long-term adoption and advocacy.
- Monitor customer health metrics, analyze feedback, and translate insights into actionable improvements across product and service delivery.
- Partner closely with Sales, Product, Marketing, and Operations to align customer outcomes with business objectives.
- Drive retention, reduce churn, and increase customer lifetime value through structured engagement and success planning.
- Oversee performance frameworks, processes, and tools that support scalable and consistent customer success operations.
- Identify upsell and cross-sell opportunities to expand revenue within existing accounts.
- 5–7+ years of experience in Customer Success leadership within a SaaS or enterprise software environment.
- Proven experience managing teams of Customer Success Managers and driving performance against retention and growth metrics.
- Strong understanding of customer lifecycle management, including onboarding, adoption, renewals, and expansion strategies.
- Experience working with CRM and CS platforms such as Salesforce and tools like Gainsight or similar systems.
- Strong analytical skills with the ability to interpret customer data, health scores, and performance metrics to guide decisions.
- Excellent communication and stakeholder management skills, with the ability to influence senior leadership and cross-functional teams.
- Strong leadership mindset with experience mentoring, coaching, and building high-performing teams.
- Bachelor’s degree or equivalent experience required.
- Competitive base salary of $160,000 annually plus $30,000 variable compensation
- Remote-first role available anywhere within the United States
- Health, dental, and vision insurance coverage
- 401(k) retirement plan with employer match
- Unlimited PTO plus paid holidays and wellness days
- Paid parental leave and family support benefits
- Life, disability, and additional insurance coverage
- Employee assistance and wellness programs
- Remote work flexibility and home office support
- Learning and development opportunities for career growth.
Requirements
This role requires a seasoned customer success leader with strong SaaS experience and the ability to balance strategic vision with hands-on execution.
Benefits
Related roles