Director of Customer Success

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.

In this leadership role, you will shape and scale the post-sale customer journey for enterprise and mid-market clients within a fast-growing SaaS environment. You will be responsible for driving adoption, retention, expansion, and overall customer value across a complex portfolio. Acting as a key strategic partner to Sales, Product, Support, and Operations, you will translate customer needs into actionable growth and experience improvements. This role combines high-level strategy with hands-on execution, requiring strong operational discipline and leadership across a multi-tier Customer Success organization. You will design scalable programs, refine operating models, and leverage data and AI tools to improve customer outcomes and team efficiency. This is a high-impact position where your work directly influences revenue growth, customer satisfaction, and long-term partnerships.

• Lead the overall Customer Success strategy, operating model, and execution for enterprise and mid-market customer segments, ensuring strong retention, adoption, and expansion outcomes.
• Manage, coach, and develop a multi-tier Customer Success organization, including managers and individual contributors, fostering high performance and career growth.
• Design and continuously improve scalable CS programs, including onboarding, lifecycle engagement, digital adoption, and renewal frameworks.
• Own customer health monitoring, forecasting, and risk mitigation strategies using data-driven insights and health scoring models.
• Partner cross-functionally with Sales, Product, Support, Operations, and Marketing to align customer journey execution and influence product roadmap priorities.
• Drive operational excellence by building standardized playbooks, workflows, and reporting systems across global teams.
• Leverage AI tools and CRM/CS platforms to improve efficiency, forecasting accuracy, and customer lifecycle outcomes.

Requirements:

• 8+ years of experience in B2B SaaS Customer Success or related post-sale leadership roles, including at least 4+ years managing managers or multi-layer CS teams.
• Proven success in building and scaling both high-touch and digital/scaled Customer Success motions.
• Strong experience designing CS operating models, playbooks, health scoring systems, and lifecycle strategies.
• Demonstrated ability to improve retention, net revenue retention, adoption, and expansion metrics in a SaaS environment.
• Excellent leadership, communication, and cross-functional collaboration skills.
• Strong analytical mindset with experience using data and AI-enabled tools to drive decision-making and team performance.
• Proficiency with CRM and Customer Success platforms such as Salesforce and tools like Gainsight, Planhat, ChurnZero, Totango, or similar.
• Ability to obtain and maintain a drone certification within the first 90 days if required for field-related activities.

Benefits:

• Annual base salary range: $170,000 – $230,000
• On-target earnings range: $200,000 – $272,000 including variable compensation
• Equity participation in the company’s long-term growth
• Flexible remote-first work environment with autonomy and schedule flexibility
• Comprehensive healthcare coverage and employee wellness support
• Paid family leave to support important life moments
• Flexible paid time off to encourage rest and work-life balance
• Career development programs and continuous learning opportunities
• Employee referral bonus program
• Culture focused on innovation, collaboration, and high-impact problem solving
• Support for drone certification and hands-on field capability development.