Director Customer Success
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success in the United States.
This role offers a high-impact leadership opportunity to shape and drive the customer success strategy across a regional portfolio of enterprise clients. You will lead a team of Customer Success Managers and leaders, ensuring a seamless post-sale experience that maximizes adoption, retention, and expansion. The position requires both strategic vision and hands-on execution, including oversight of onboarding, value realization, renewal management, and high-risk account interventions. You will work cross-functionally with Sales, Support, Professional Services, and Product teams to deliver consistent outcomes and demonstrate customer ROI. This role is ideal for a results-driven leader who thrives in a fast-paced, metrics-oriented environment and is passionate about developing high-performing teams while delivering exceptional customer experiences.
- Lead a regional Customer Success organization, managing both paid and scaled success teams through a player–coach model
- Drive customer lifecycle management including onboarding, adoption, expansion, and renewals, ensuring measurable outcomes and value realization
- Develop and coach team members to improve retention, expansion, and the delivery of paid success services
- Partner with Sales, Support, and Professional Services to align on customer needs, resolve escalations, and optimize the overall customer experience
- Own forecasting, revenue accountability, and performance metrics, including GRR, NRR, adoption, engagement, and customer sentiment (NPS/CSAT)
- Establish standardized playbooks, engagement models, and best practices to ensure consistent execution across all accounts
- Act as the primary escalation point for high-risk or strategic accounts, maintaining strong customer relationships and mitigating churn
Requirements:
- 10+ years of experience in Customer Success, Account Management, or related roles with measurable impact on retention and expansion
- 5+ years leading customer-facing teams, including both managers and individual contributors
- Proven ability to drive GRR, NRR, and customer outcomes across enterprise accounts
- Experience presenting to executive leadership and clearly communicating customer health, risk, and value realization
- Strong skills in forecasting, renewal management, and revenue accountability
- Track record of positioning and selling value-based services or success offerings
- Excellent communication, collaboration, and cross-functional leadership capabilities
- Comfortable leveraging data and metrics to manage performance, forecast outcomes, and guide strategy
Benefits:
- Competitive salary with potential for performance-based incentives
- Comprehensive health benefits including medical, dental, and vision coverage
- Generous paid time off, including vacation, sick leave, parental leave, and mental health days
- Employee stock purchase plan (ESPP)
- Opportunities for professional development, training, and career growth
- Inclusive culture with participation in employee resource groups
- Flexible work environment supporting work-life balance
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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