Global SaaS & Enterprise Solutions | Customer Experience Leadership | Client Retention & Growth
Location: Remote, USA
Reports To: Vice President of Customer Experience / Chief Customer Officer
Industry
Cloud Technology & Enterprise SaaS Solutions (CRM, AI-driven SaaS platforms, B2B Enterprise Solutions)
About the Organization
We are a leading global technology enterprise, providing cloud-based, AI-powered solutions that enable businesses to scale operations, optimize processes, and enhance customer engagement. Serving thousands of clients worldwide, our mission is to deliver exceptional customer outcomes while driving innovation across industries.
The Director of Customer Success will play a critical role in ensuring customer satisfaction, adoption, and long-term value realization. This is an opportunity to lead a high-performing team, influence product strategy, and partner with executive leadership to shape the overall customer experience.
We seek a strategic, data-driven leader with extensive experience in customer success, SaaS account management, and enterprise client engagement. The ideal candidate thrives in a fast-paced, global environment, building strong relationships, driving adoption, and creating scalable programs that maximize customer lifetime value.
Essential Duties and Responsibilities
- Lead the Customer Success organization, managing high-performing teams across multiple regions.
- Develop and execute strategic customer engagement programs that drive adoption, retention, and expansion.
- Partner with Sales, Product, and Marketing teams to ensure seamless onboarding, adoption, and client satisfaction.
- Analyze customer health metrics, adoption trends, and churn data to inform strategy and executive decision-making.
- Create scalable processes and best practices for customer success operations.
- Serve as a trusted advisor to key enterprise clients, addressing challenges and maximizing value.
- Lead customer advocacy initiatives, including case studies, reference programs, and executive briefings.
- Drive continuous improvement in customer experience, leveraging technology, automation, and analytics.
Job Qualifications and Requirements
- Bachelor’s degree in Business, Technology, or related field; advanced degree preferred.
- 10+ years of progressive experience in customer success, client services, or account management in SaaS, cloud, or enterprise technology companies.
- Proven track record of managing global customer success teams and delivering measurable results.
- Strong understanding of SaaS adoption, customer journey mapping, and enterprise client engagement.
- Experience with customer success platforms, CRM systems, and analytics tools (e.g., Gainsight, Salesforce).
- Demonstrated ability to build and scale programs across multiple regions and diverse customer segments.
Personal Capabilities and Qualifications
- Strong strategic thinker with data-driven decision-making skills.
- Excellent relationship management and executive communication skills.
- Ability to influence cross-functional teams and drive alignment on customer-focused initiatives.
- Resilient, adaptable, and comfortable navigating a fast-paced, evolving enterprise environment.
- Exceptional coaching and leadership skills to develop high-performing teams.
- Customer-obsessed mindset, focused on driving outcomes and long-term partnerships.
Strategic Support
- Serve as a key advisor to executive leadership on customer insights, retention strategies, and growth opportunities.
- Provide input on product roadmap and customer experience initiatives.
- Influence corporate strategy by ensuring customer needs are embedded in business planning.
- Collaborate with global teams to develop scalable frameworks for customer success operations.
Working Conditions
- Executive-level position with global team oversight and frequent collaboration across regions.
- Hybrid work environment with interactions across sales, product, and customer operations teams.
- Occasional travel for client meetings, industry events, and strategic workshops.
- Fast-paced, high-responsibility environment with exposure to enterprise-level challenges and high-impact initiatives.
Job Function
- Customer Success Leadership & Strategy
- Enterprise Client Engagement & Retention
- Cross-functional Collaboration & Advisory
- Process Optimization & Scalability
- Customer Insights & Analytics
- Customer Advocacy & Reference Programs
Compensation & Benefits
- Compensation Package: $320,000 – $430,000 base salary
- Performance-based bonuses and incentive programs
- Equity participation / long-term incentive opportunities
- Comprehensive healthcare, wellness, and retirement plans
- Global leadership development programs and career growth opportunities
- Flexible hybrid work environment
Why Join Us
- Lead customer success for a global, high-growth SaaS and enterprise technology leader.
- Drive initiatives that enhance client satisfaction, loyalty, and business impact.
- Partner with executive leadership to shape strategy and operational excellence.
- Operate in a culture that values innovation, customer obsession, and integrity.
- Opportunity to scale a global organization and mentor the next generation of customer success leaders.
