We are looking for a Director of Customer Success to lead a global team delivering world-class business and technical account management. This senior leadership role will oversee Professional Services Managers and Individual Contributors, driving customer retention, product adoption, and long-term client relationships.
What You'll Do
- Act as a senior leader within the Customer Success organization, driving measurable customer outcomes
- Develop and execute retention and renewal strategies that exceed targets
- Partner with Sales to increase product penetration within existing accounts
- Strengthen collaboration across Customer Experience, Professional Services, Technical Support, and Partner Success
- Oversee account assignments and optimize customer engagement models
- Coach and develop leaders, Technical Account Managers, and Technical Success Advisors
- Drive process improvements, define KPIs, and scale the function ahead of business growth
- Own P&L responsibilities including staffing, budgeting, billing compliance, and financial controls
- Lead hiring, performance management, and talent development initiatives
- Support global operations and travel as needed
- Serve in an on-call leadership capacity when required
What We're Looking For
- 12+ years of experience in customer service, contact centers, or B2B technology.
- 5+ years of management experience building and leading high-performing teams.
- Strong background in leading remote teams and global operations.
- Confident public presence with experience in enablement, training, or speaking.
- Analytical, inquisitive, and service-oriented mindset.
- Bachelor's degree required; MBA preferred.
Financial Responsibility includes, but not limited to:
- Own segment-level P&L
- Ensure proper billing and invoicing practices
- Manage credits, adjustments, and compliance with financial policies
- Drive quarterly implementation goals
