Senior Director, Customer Success

Accountabilities

• • Lead and develop the Enterprise Customer Success organization across the Americas, managing multiple levels of leadership including Directors and Managers.
  • Define and execute the Enterprise Customer Success strategy, aligning customer engagement models, segmentation, operational processes, and priorities with broader business objectives.
  • Drive retention, adoption, customer satisfaction, and expansion across a complex portfolio of enterprise and strategic customers.
  • Build strong executive relationships with key customers, understand their business priorities, and serve as a senior advisor throughout their customer lifecycle.
  • Take an active leadership role in complex customer escalations, ensuring issues are resolved effectively while protecting long-term relationships and business outcomes.
  • Partner closely with Sales, Renewals, Support, Product, and Engineering to create consistent customer experiences and maximize customer lifetime value.
  • Establish scalable success planning, executive business reviews, value realization frameworks, and other programs designed to demonstrate measurable customer impact.
  • Use customer data, health indicators, and business insights to identify retention risks, improve forecasting, and enable proactive engagement strategies.
  • Coach and mentor Customer Success leaders, establishing a culture of accountability, continuous improvement, collaboration, and measurable performance.
  • Represent the customer voice internally, using customer insights to influence product priorities, go-to-market strategies, and organizational decisions.
  • Develop and operationalize AI-driven processes that improve efficiency and effectiveness across post-sales functions.
  • Travel up to 25% as needed to meet with strategic customers and internal teams.

  Requirements

  • 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment, including at least 5 years managing large or multi-level teams.
  • Proven experience leading Enterprise or Global customer relationships, preferably within cybersecurity, email security, enterprise infrastructure, or another complex SaaS environment.
  • Strong business acumen with the ability to understand customer priorities and build trusted relationships with senior executives, including Fortune 500 stakeholders.
  • Demonstrated success scaling Customer Success teams, processes, and operating models within a high-growth organization.
  • Strong understanding of retention, renewals, expansion, adoption, and customer value strategies, with experience partnering closely with Sales and Renewal teams.
  • Experience using data, systems, and performance insights to identify risks, improve customer outcomes, and guide strategic decision-making.
  • Proven ability to lead through influence across cross-functional organizations and align diverse stakeholders around shared objectives.
  • Exceptional communication, executive presence, presentation, and relationship management skills.
  • Strategic and analytical mindset with the ability to operate effectively in ambiguity, take ownership, and act with urgency.
  • Experience building and implementing impactful AI-driven processes within post-sales or Customer Success organizations.
  • Strong coaching and people leadership capabilities, with a track record of developing high-performing leadership teams.
  • Experience with API-based SaaS solutions, cloud-native architectures, cybersecurity, email security, or enterprise infrastructure is a plus.
  • Prior experience leading global or multi-regional teams within a high-velocity SaaS company is preferred.

  Benefits

  • Base salary range of $255,040–$300,000 USD.
  • Eligibility for annual bonus or other incentive compensation.
  • Equity participation.
  • Comprehensive employee benefits package.
  • Remote work opportunity within the United States.
  • Opportunity to lead a strategic, enterprise-focused Customer Success organization.
  • High-impact leadership role with significant influence over customer strategy, retention, expansion, and organizational growth.
  • Opportunity to work cross-functionally with Sales, Product, Engineering, Support, and Renewals teams.
  • Travel opportunities to engage directly with strategic customers and internal stakeholders.