Director of Customer Success

Director Of Customer SuccessThis is a high-impact leadership role focused on shaping and scaling customer success strategy across a global SaaS organization serving enterprise clients in Legal, Risk, Compliance, and HR domains. You will lead a team of Customer Success Managers responsible for both named and pooled accounts, driving retention, expansion, and long-term customer value. The role blends strategic ownership with operational execution, requiring strong leadership across customer lifecycle management, onboarding, adoption, and renewals. You will use data-driven insights to influence product direction, improve customer health, and reduce churn. Working cross-functionally with product, sales, and marketing, you will ensure a unified and seamless customer experience. This is a highly visible role where your work directly impacts revenue growth, customer satisfaction, and enterprise-scale scalability.Accountabilities:In this role, you will lead the customer success function end-to-end, ensuring customers achieve measurable value while the business drives sustainable growth.Lead, coach, and develop a team of 610 Customer Success Managers supporting both named and pooled enterprise accounts.Design and execute scalable customer success strategies across onboarding, engagement, retention, renewals, and expansion.Own customer lifecycle management, ensuring consistent value delivery from onboarding through long-term adoption and advocacy.Monitor customer health metrics, analyze feedback, and translate insights into actionable improvements across product and service delivery.Partner closely with Sales, Product, Marketing, and Operations to align customer outcomes with business objectives.Drive retention, reduce churn, and increase customer lifetime value through structured engagement and success planning.Oversee performance frameworks, processes, and tools that support scalable and consistent customer success operations.Identify upsell and cross-sell opportunities to expand revenue within existing accounts.RequirementsThis role requires a seasoned customer success leader with strong SaaS experience and the ability to balance strategic vision with hands-on execution.57+ years of experience in Customer Success leadership within a SaaS or enterprise software environment.Proven experience managing teams of Customer Success Managers and driving performance against retention and growth metrics.Strong understanding of customer lifecycle management, including onboarding, adoption, renewals, and expansion strategies.Experience working with CRM and CS platforms such as Salesforce and tools like Gainsight or similar systems.Strong analytical skills with the ability to interpret customer data, health scores, and performance metrics to guide decisions.Excellent communication and stakeholder management skills, with the ability to influence senior leadership and cross-functional teams.Strong leadership mindset with experience mentoring, coaching, and building high-performing teams.Bachelor's degree or equivalent experience required.BenefitsCompetitive base salary of $160,000 annually plus $30,000 variable compensationRemote-first role available anywhere within the United StatesHealth, dental, and vision insurance coverage401(k) retirement plan with employer matchUnlimited PTO plus paid holidays and wellness daysPaid parental leave and family support benefitsLife, disability, and additional insurance coverageEmployee assistance and wellness programsRemote work flexibility and home office supportLearning and development opportunities for career growth.