About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success based in the United States.
Responsibilities
- Lead and scale the post-sale customer journey from onboarding and adoption to retention and expansion
- Build a high-performing Customer Success organization leveraging AI to increase efficiency and impact
- Hire, coach, and develop Customer Success Managers, establish performance goals and career paths
- Design customer segmentation, coverage strategies, and handoff processes across Sales, Solutions Engineering, Support, and Product
- Own gross revenue retention (GRR), net revenue retention (NRR), product adoption, and expansion
- Develop success plans tied to measurable security outcomes
- Act as executive sponsor and escalation point for strategic accounts, lead business reviews with CISOs
- Partner with Product and Engineering to translate customer feedback into roadmap priorities
- Monitor and enhance customer satisfaction, product adoption, and time to value
- Develop expertise in AI Agent Security and AI Governance
- Own team metrics, forecasting, and executive reporting
- Embed AI into team operations
Requirements
- 10+ years of experience in Customer Success or post-sale leadership within a B2B SaaS company
- At least 5 years of experience leading Customer Success teams
- Track record of owning retention and expansion metrics (GRR, NRR)
- Ability to establish credibility with CISOs; understanding of SaaS, SSO, IAM, OAuth, APIs, and integrations
- Hands-on experience applying AI to Customer Success (LLM-powered workflows, predictive health scoring, automated engagement)
- Data-driven mindset with Customer Success platforms, CRM systems, and BI tools
- Strong executive presence, communication, and stakeholder management
- Experience leading remote teams across a distributed environment
- Builder's mindset and adaptability in a high-growth company
Conditions
- Remote work opportunity based in the United States
- Full-time position with leadership responsibility
- Opportunity to build an AI-native operating model
- Direct collaboration with senior leadership and cross-functional teams
- Salary, bonus structure, equity, healthcare, retirement benefits, and PTO not specified