Director of Customer Success

• Lead, mentor, and develop a team of Customer Success Managers, including frontline managers and individual contributors, to drive performance and engagement
• Own and improve customer retention, adoption, satisfaction, and health metrics across a global customer portfolio
• Build and implement scalable, data-driven Customer Success programs that deliver consistent value at scale
• Cultivate executive-level relationships with key customers, serving as a trusted strategic advisor
• Manage complex customer escalations and drive resolution through cross-functional collaboration
• Partner with Sales, Renewals, Product, Support, and Professional Services to align on customer outcomes and business growth
• Leverage customer health dashboards, forecasting tools, and performance data to inform decision-making and proactively mitigate risk
• Drive operational excellence by implementing scalable processes and leading organizational change across a growing customer base
• Bachelor's degree in Business, Technology, Management, or a related field; MBA preferred
• 10+ years of experience in Customer Success, Account Management, Professional Services, Sales, or a related customer-facing function
• 5+ years of leadership experience managing Customer Success teams in a SaaS, software, or technology environment
• Proven track record of driving customer retention, adoption, satisfaction, and revenue growth
• Strong executive presence with the ability to build trusted relationships with customer executives and internal stakeholders
• Experience with Customer Success and CRM platforms such as Gainsight, Salesforce, or equivalent technologies
• Strong analytical and operational skills with experience using customer health metrics, forecasting, and performance dashboards
• Experience supporting global customers and working across multiple time zones and cultures

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