Director of Enterprise Customer Success

What You’ll Do

• Own the enterprise customer success strategy and renewal motion for all strategic accounts, and shape the long-term vision for the enterprise customer journey as the company continues to scale
• Build strong executive relationships with enterprise customers through frequent onsite visits, QBRs, and ongoing strategic engagement
• Drive renewal outcomes across a rapidly growing enterprise customer base, ensuring strong retention and expansion performance
• Establish a proactive, scalable enterprise success playbook and operating cadence
• Lead from the front in high-stakes customer situations, including escalations, executive alignment, and renewal negotiations
• Partner cross-functionally with Sales, Product, Support, and Leadership to advocate for customer needs and drive long-term account success
• Coach and mentor a growing enterprise CS organization
• Create a high-touch customer engagement model that strengthens influence, trust, and adoption across executive stakeholders

What We’re Looking For

• 8+ years of experience in Customer Success, Account Management, or Strategic Partnerships within B2B SaaS
• Significant experience managing large enterprise accounts and complex renewals
• Proven track record owning and scaling enterprise customer success motions at reputable, high-growth technology companies
• Deep experience working directly with executive stakeholders and navigating complex organizations
• Commercially minded with strong instincts around renewals, expansion, and customer strategy
• Highly charismatic, relationship-oriented, and comfortable operating as the face of the company with customers
• Strong operator who can build process, accountability, and rigor while remaining deeply customer-facing
• Experience leading and developing high-performing Customer Success teams