Industry: Enterprise SaaS, AI-Enabled Technology, Cloud Platforms, Customer Experience Platforms, Revenue Retention, Digital Transformation, and Customer Intelligence Solutions
Location: USA Remote
Compensation Package: $320K – $430K
We are a large, enterprise-scale SaaS, AI-enabled technology, cloud platform, customer experience, revenue retention, digital transformation, and customer intelligence organization supporting enterprise customers across complex business environments. The company provides mission-critical technology solutions that help customers modernize operations, improve workflow efficiency, automate key business processes, strengthen customer engagement, increase data visibility, and scale performance through secure, intelligent, and highly reliable digital platforms.
This is not a traditional customer success role focused only on account check-ins, basic support coordination, or renewal reminders. Customer Success is treated as a strategic growth and retention function that connects customer value, product adoption, onboarding quality, account health, executive relationships, renewal performance, expansion opportunities, customer advocacy, and long-term revenue protection. The organization expects Customer Success leadership to build disciplined customer operating models that improve retention, increase adoption, reduce churn risk, and create measurable business value for customers and the company.
The company is continuing to invest in customer lifecycle strategy, enterprise onboarding, AI-enabled customer insights, account health scoring, product adoption analytics, renewal governance, customer journey design, executive business reviews, voice-of-customer programs, customer education, customer success operations, strategic account planning, and cross-functional customer delivery. As the business grows, leadership is seeking a Director of Customer Success who can bring strong customer leadership, operating discipline, commercial awareness, analytical thinking, and executive-level communication to a high-impact role.
The Director of Customer Success will lead customer success strategy and execution across enterprise accounts, customer onboarding, adoption programs, account health management, renewal readiness, customer value realization, success planning, escalation management, customer advocacy, and expansion support. This leader will work closely with Sales, Account Management, Product, Support, Revenue Operations, Marketing, Data Analytics, Finance, Legal, Implementation, Engineering, and Executive Leadership to ensure customers receive measurable value from the platform and remain strong long-term partners.
This role requires a leader who understands how to build customer trust while also driving business outcomes. The ideal candidate will know how to manage strategic accounts, guide customer success managers, improve onboarding quality, identify churn risk, strengthen adoption plans, build executive relationships, support renewals, partner with Product on customer feedback, and create consistent customer success processes that can scale across a large enterprise environment.
The selected candidate will help define how the organization delivers customer value at scale. This includes improving customer journey visibility, strengthening customer health reporting, building stronger success planning routines, developing renewal and expansion playbooks, improving cross-functional handoffs, and ensuring customer success becomes a measurable driver of retention, loyalty, and growth.
This is a high-impact opportunity for a customer success leader who wants to build a mature enterprise customer success function, improve customer outcomes, strengthen long-term relationships, and help a large technology-driven organization grow through trust, adoption, and measurable value delivery.
• Lead customer success strategy across enterprise accounts, onboarding, adoption, account health, renewal readiness, customer value realization, customer advocacy, and long-term relationship management.
• Build and execute a customer success roadmap that improves retention, adoption, expansion readiness, customer satisfaction, executive engagement, and measurable customer outcomes.
• Manage and develop a team of customer success managers, account success leaders, or customer-facing professionals while building strong standards for customer engagement and accountability.
• Establish customer lifecycle processes covering implementation handoff, onboarding, adoption milestones, business reviews, health monitoring, renewal preparation, expansion identification, and customer advocacy.
• Partner with Sales and Account Management to support customer transitions, account planning, renewal strategy, expansion opportunities, executive alignment, and customer relationship growth.
• Partner with Product and Engineering to communicate customer feedback, product adoption barriers, enhancement requests, workflow challenges, and market signals.
• Partner with Support and Implementation teams to improve issue resolution, onboarding quality, customer communication, escalation management, and service delivery consistency.
• Develop customer health frameworks using product usage, adoption trends, support activity, renewal timing, stakeholder engagement, contract value, customer sentiment, and business outcomes.
• Lead strategic customer reviews, executive business reviews, success planning sessions, risk reviews, renewal readiness meetings, and customer outcome discussions.
• Identify churn risks early and develop mitigation plans involving customer success, sales, product, support, executive sponsors, and operational stakeholders.
• Improve customer success operating rhythms, including account reviews, forecast meetings, team performance reviews, escalation routines, dashboard reviews, and customer health discussions.
• Build customer education, adoption, and enablement programs that help customers understand platform value, increase usage, and improve business outcomes.
• Support customer advocacy programs, including references, testimonials, case studies, advisory participation, community engagement, and customer champions.
• Track and report customer success metrics, including retention, churn, net revenue retention support, gross revenue retention, adoption, customer satisfaction, renewal risk, expansion signals, and time-to-value.
• Bachelor’s degree in Business Administration, Marketing, Communications, Technology, Customer Experience, Operations, Data Analytics, or a related field required.
• MBA, master’s degree, or advanced education in business leadership, customer experience, technology management, or revenue operations preferred.
• 10+ years of progressive experience in customer success, account management, customer experience, client services, enterprise SaaS, customer operations, implementation leadership, or revenue retention.
• 5+ years of leadership experience managing customer success teams, enterprise account teams, customer experience functions, renewal support teams, or customer operations groups.
• Experience within enterprise SaaS, AI-enabled software, cloud platforms, customer intelligence platforms, fintech, cybersecurity, healthcare technology, digital transformation, or B2B enterprise technology environments strongly preferred.
• Proven success improving customer retention, reducing churn risk, increasing product adoption, strengthening customer relationships, and building scalable customer success processes.
• Strong understanding of customer lifecycle management, onboarding, adoption strategy, success planning, account health, renewal readiness, customer value measurement, and executive relationship management.
• Experience working with enterprise customers, complex buying groups, multi-stakeholder accounts, technical products, long sales cycles, and customer expansion opportunities.
• Familiarity with customer success platforms and business systems such as Gainsight, Totango, ChurnZero, Salesforce, HubSpot, Zendesk, Intercom, ServiceNow, Pendo, Mixpanel, Looker, Tableau, Power BI, or similar tools preferred.
• Strong analytical ability with experience using product usage data, customer health scores, support trends, renewal data, engagement signals, and customer feedback to guide decisions.
• Experience partnering with Sales, Product, Support, Implementation, Revenue Operations, Marketing, Finance, Legal, Engineering, and executive stakeholders.
• Excellent communication, customer relationship management, executive presentation, team leadership, conflict resolution, problem-solving, and stakeholder management skills.
• Customer-centered leader with the ability to connect customer goals, product adoption, business value, retention, and long-term partnership growth.
• Strong commercial awareness with the ability to understand renewal risk, expansion potential, contract value, customer economics, and account growth opportunities.
• Operationally disciplined with the ability to build repeatable customer success processes, clear dashboards, team routines, playbooks, and measurable performance standards.
• Strong executive presence with the confidence to engage senior customer stakeholders, internal executives, account teams, and cross-functional leaders.
• Data-informed and practical, with the ability to use adoption metrics, customer health data, support trends, sentiment signals, and renewal timelines to guide action.
• Strong people leader who can coach customer success teams, improve account ownership, develop talent, and build a culture of accountability and customer care.
• Collaborative and able to align Sales, Product, Support, Implementation, Marketing, Revenue Operations, Finance, Legal, Engineering, and Executive Leadership around customer outcomes.
• Calm and solution-oriented under pressure, especially during customer escalations, renewal risks, product concerns, service issues, or executive-level account discussions.
• Strong communicator who can translate customer challenges into clear internal recommendations and business-focused customer conversations.
• High integrity and discretion when handling customer data, contract details, renewal strategy, product feedback, account health, executive communications, and confidential business information.
The Director of Customer Success will provide strategic leadership by helping the organization strengthen customer retention, improve product adoption, increase customer value, and build a scalable customer success operating model.
This role will support executive and cross-functional decision-making by providing clear visibility into customer health, renewal risk, adoption patterns, customer feedback, product gaps, service issues, expansion signals, and account-level priorities. The Director will ensure Customer Success is not managed as a reactive service function, but as a strategic customer value and revenue retention capability.
Key areas of strategic support may include:
• Customer success strategy and lifecycle roadmap development.
• Enterprise onboarding, adoption, and time-to-value improvement.
• Customer health scoring and account risk visibility.
• Renewal readiness and churn prevention strategy.
• Customer value realization and success planning.
• Executive business review structure and customer engagement routines.
• Customer success playbooks, process governance, and operating cadence.
• Voice-of-customer insights and product feedback loops.
• Customer education, enablement, and adoption programs.
• Customer advocacy, references, and case study development.
• Cross-functional escalation management and customer issue resolution.
• Customer success analytics and executive reporting.
• Expansion identification and account growth partnership.
• Team development, performance management, and customer success talent growth.
The Director of Customer Success will help ensure customers receive measurable value from the company’s solutions, remain confident in the partnership, and continue growing with the platform over time.
• Location: USA Remote.
• Primarily remote leadership environment with regular customer success reviews, account health discussions, renewal readiness meetings, customer escalations, executive business reviews, team coaching sessions, and cross-functional planning meetings.
• Flexibility required during customer escalations, renewal deadlines, implementation challenges, major account reviews, product adoption concerns, support issues, or executive customer meetings.
• Occasional travel may be required for strategic customer meetings, executive business reviews, customer advisory sessions, leadership offsites, industry events, company gatherings, or customer success workshops.
• Regular collaboration with Sales, Account Management, Product, Support, Implementation, Revenue Operations, Marketing, Finance, Legal, Engineering, Data Analytics, and Executive Leadership.
• Fast-paced enterprise technology environment with high visibility around customer retention, product adoption, renewal risk, customer satisfaction, account growth, and customer experience.
• Role requires handling confidential customer information, account health data, renewal plans, contract details, product feedback, escalation history, and executive-level customer communications with discretion.
• Customer Success Leadership
• Enterprise Account Management
• Customer Retention Strategy
• Product Adoption
• Customer Lifecycle Management
• Renewal Readiness
• Customer Health Management
• Churn Prevention
• Customer Experience
• Executive Business Reviews
• Customer Advocacy
• Success Planning
• Voice of Customer
• Customer Success Operations
• Cross-Functional Customer Leadership
Compensation Package: $320K – $430K
The total compensation package may include base salary, performance bonus, customer success performance incentives, retention incentives, expansion support incentives, long-term incentives, equity participation where applicable, and additional leadership-level benefits depending on experience, qualifications, and final role alignment.
Benefits may include:
• Comprehensive medical, dental, and vision coverage.
• Performance bonus eligibility.
• Customer retention and adoption performance incentive opportunities.
• Expansion support and customer value incentive opportunities.
• Long-term incentive opportunities.
• Equity or ownership-aligned compensation where applicable.
• Retirement savings plan with company contribution.
• Paid time off and company holidays.
• USA remote work flexibility.
• Leadership visibility across customer success, revenue, product, and executive teams.
• Leadership coaching, customer success development, and professional growth support.
• Support for customer success strategy, SaaS leadership, revenue retention, AI-enabled customer intelligence, customer experience, and executive education programs.
• Wellness, employee assistance, and work-life support programs.
• Access to modern CRM, customer success, product analytics, support, BI, collaboration, and revenue intelligence platforms.
This is an opportunity to join a large technology-driven organization where Customer Success directly influences retention, product adoption, customer trust, account expansion, and long-term revenue performance.
The Director of Customer Success will have the opportunity to build stronger customer success systems, lead enterprise account teams, improve customer health visibility, reduce churn risk, and create scalable customer value programs across a remote-first organization.
You will work in an environment that values customer outcomes, practical execution, data-driven decisions, strong partnerships, and measurable business impact. The company is investing in AI-enabled customer intelligence, product adoption analytics, lifecycle automation, customer education, account health management, and scalable customer success operations.
For a customer success leader who enjoys building strong customer relationships, coaching teams, improving retention, and turning customer value strategy into measurable results, this role offers the scope, visibility, and leadership platform to make a major impact.
