Director of Customer Success

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 United States.

• Lead, coach, motivate, and develop the Customer Success team, establishing clear expectations and helping team members become more strategic and commercially effective customer leaders.
• Define and own the Customer Success strategy and operating model across multiple product lines, ensuring a consistent and high-quality customer experience.
• Provide executive-level oversight for the most strategic enterprise accounts, partnering with Customer Success Managers to strengthen relationships, resolve obstacles, and drive measurable customer value.
• Own renewal and expansion strategy across the customer portfolio, with accountability for retention, renewal performance, expansion ARR, and overall account growth.
• Personally lead or support complex enterprise renewals and expansion opportunities, including negotiations, pricing, value positioning, stakeholder alignment, contract strategy, and deal closure.
• Coach Customer Success Managers on commercial strategy, executive engagement, strategic account planning, negotiation, value selling, and expansion discovery.
• Build trusted relationships with VP and C-level customer stakeholders while helping account teams deepen and broaden executive relationships.
• Establish and manage strategic account plans, renewal and expansion forecasts, customer health practices, and operating cadences that improve visibility, accountability, and predictability.
• Leverage AI and automation to enhance customer insights, renewal forecasting, risk identification, expansion discovery, and team productivity.
• Serve as a senior escalation point for critical customer situations, helping teams navigate complex challenges while maintaining a customer-first approach.
• Partner with Technical Success, Product, Engineering, Sales, and other leadership teams to remove customer obstacles and represent the voice of the customer.
• Identify customer trends and translate insights into recommendations that influence product priorities, customer strategy, and broader business decisions.
• Develop scalable processes and operating models that improve retention and expansion as the enterprise customer base grows.
• Establish a predictable commercial motion supported by strong forecasting, value realization, executive engagement, and disciplined account planning.
• Drive measurable growth across strategic accounts through additional products, use cases, business units, geographies, or service lines.

• 8+ years of experience in Enterprise Customer Success, Strategic Account Management, Account Management, or a similarly customer- and commercially focused SaaS environment.
• Meaningful experience leading and developing Customer Success Managers, including coaching teams toward stronger executive relationships, strategic account management, and commercial outcomes.
• Significant experience owning or leading enterprise renewals and expansions, with a proven ability to personally negotiate and close complex renewal, upsell, and cross-sell opportunities.
• Strong commercial mindset with a demonstrated understanding of how customer advocacy and value realization connect to retention, expansion, and revenue performance.
• Proven ability to build trusted relationships with VP and C-level stakeholders within large, complex enterprise organizations, particularly accounts with $250K+ ARR.
• Strong strategic account planning capabilities, including stakeholder mapping, whitespace analysis, renewal risk assessment, value realization, and growth planning.
• Experience using AI-powered tools to improve customer insights, productivity, account strategy, forecasting, and decision-making.
• Genuine interest in using AI to rethink and improve traditional Customer Success workflows.
• Strong business acumen and ability to quickly understand customer operating models, industries, strategic priorities, and financial drivers.
• Comfortable working hands-on and directly contributing to customer relationships, commercial opportunities, team development, and organizational change.
• Ability to thrive in evolving environments and actively improve or transform processes rather than simply maintain established playbooks.
• Experience in field service, field service management software, or technology supporting distributed service organizations is strongly preferred.
• Experience with Salesforce or the broader Salesforce ecosystem is helpful, particularly experience with Salesforce-native products.
• Strong executive communication and presence, presentation, facilitation, negotiation, and stakeholder management skills.
• Strong analytical, problem-solving, organizational, and forecasting abilities.

• Not specified in the job description.