Director of Customer Success

We are looking for a Director of Customer Success to lead a global team delivering world-class business and technical account management. This senior leadership role will oversee Professional Services Managers and Individual Contributors, driving customer retention, product adoption, and long-term client relationships.

What You’ll Do

• Act as a senior leader within a matrixed Customer Success organization, collaborating with Professional Services, Technical Support, Sales, and other customer-facing teams.
• Partner with regional and operational leaders to effectively lead global and remote teams.
• Develop and execute customer retention and renewal strategies to meet or exceed targets.
• Collaborate with Sales leadership to improve product adoption and penetration within existing customer portfolios.
• Drive continuous improvement in customer experience, support, and service delivery
• Provide leadership input on partner enablement, implementation performance, and operational effectiveness
• Identify and implement new roles, processes, tools, and KPIs aligned with business growth and maturity
• Support customers in maximizing value from existing products and solutions.
• Oversee account assignments to Technical Account Managers and Technical Success Advisors.
• Maintain awareness of competitive solutions to guide opportunity development and strategic positioning.
• Coach leaders and team members to proactively identify customer needs and address objections through solution-based approaches.
• Track and measure performance through retention metrics, customer satisfaction, and references.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews
• Lead recruitment, hiring, and workforce planning in collaboration with senior stakeholders
• Serve as an on-call leader, available as needed to support critical customer situation

What We’re Looking For

• 12+ years of experience in customer service, contact centers, or B2B technology.
• 5+ years of management experience building and leading high-performing teams.
• Strong background in leading remote teams and global operations.
• Confident public presence with experience in enablement, training, or speaking.
• Analytical, inquisitive, and service-oriented mindset.
• Bachelor’s degree required; MBA preferred.

Financial Responsibility includes, but not limited to:

• Own financial responsibility for assigned segments, including staffing, expenses, and budget management
• Ensure accurate billing, invoicing, and adherence to contractual agreements
• Approve credits, adjustments, and expenditures in line with company policies
• Drive quarterly implementation and operational performance goals

Job Details:

• Direct hire with the client
• Hybrid set up (2Xonsite, 3X WFH), US Work hours.
• Regular Employment