Senior Director - Customer Success, Auto Adjacent Solutions

Accountabilities:

• • Own customer success and renewal performance across the assigned industry or product portfolio, with accountability for renewal bookings, retention, customer health, adoption, and long-term account value.
  • Translate customer success strategy into execution, establishing clear priorities, tiered servicing models, account-planning expectations, and structured approaches to customer engagement.
  • Lead, coach, and develop the customer success organization, supporting professionals at different experience levels while building management capabilities and a strong leadership pipeline.
  • Drive renewal and pipeline discipline, ensuring accurate forecasting, strong deal hygiene, consistent process adherence, and proactive identification of risks and opportunities.
  • Coach teams through complex customer situations, including strategic renewals, high-value accounts, negotiations, escalations, and customer retention challenges.
  • Establish a consistent operating rhythm across multiple customer segments, products, and customer types, ensuring effective coordination among customer success managers, specialists, product teams, and customer solutions.
  • Promote adoption of customer success tools and methodologies, strengthening operating cadences, processes, reporting, and execution standards.
  • Identify and resolve systemic blockers by partnering with cross-functional teams to improve customer success processes, tools, and outcomes.
  • Act as an executive-level customer presence, participating in strategic customer meetings, executive briefings, high-value negotiations, and escalations while reinforcing a trusted partnership approach.
  • Monitor and improve key performance indicators, including renewal bookings, gross retention, net retention, recurring revenue, customer health, adoption, renewal rates, pipeline strength, and forecast accuracy.
  • Partner across commercial and delivery functions to ensure customers receive a consistent, credible, and high-quality experience throughout their relationship.

  Requirements:

  • 7–10+ years of customer success experience, including significant responsibility for leading and developing teams in complex B2B environments.
  • Bachelor’s degree required; Master’s degree preferred, or equivalent experience relevant to senior customer success leadership.
  • Proven experience scaling and managing complex B2B customer success organizations, with a demonstrated ability to improve retention, renewals, customer value, and team performance.
  • Strong people leadership and coaching capabilities, including the ability to establish clear expectations, provide actionable feedback, develop talent, and prepare future leaders.
  • Experience with renewal management and commercial performance, including pipeline management, forecasting, account planning, retention strategies, and performance measurement.
  • Background in data, analytics, SaaS, research, advisory, or similarly complex solution-based businesses is highly relevant.
  • Executive presence and communication skills, with the ability to build credibility with senior customer stakeholders and influence internal leaders across functions.
  • Strong cross-functional leadership skills, including experience collaborating with Sales, Product, Marketing, Customer Solutions, and delivery teams.
  • Experience using Salesforce or an equivalent CRM platform to manage customer relationships, pipeline activity, forecasting, and performance data.
  • Analytical and operational mindset, with the ability to use metrics to identify risks, assess performance, establish priorities, and drive accountability.
  • Strategic and adaptable leadership style, combining commercial focus with empathy, collaboration, sound judgment, and a strong customer-first orientation.

  Benefits:

  • Starting salary: $150,000–$175,000 USD per year.
  • Compensation within the stated range may vary based on relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.
  • Remote work based in the United States.
  • Opportunity to lead and shape a customer success organization within a growing, data-driven business environment.
  • Significant exposure to senior customer stakeholders and cross-functional leadership teams.
  • Career development opportunities through people leadership, organizational scaling, and strategic customer management.
  • Inclusive workplace committed to equal employment opportunities and diverse perspectives.