Director of Customer Success
Posted Updated
Description
- We are looking for a seasoned Director of Customer Success – Enterprise to lead and scale our enterprise customer success function
- This role is critical to ensuring our largest and most complex customers achieve rapid time to value, successful go-lives, strong adoption, and long-term success
- You will own the end-to-end enterprise customer journey—from onboarding through renewal—while building trusted executive relationships, driving execution excellence, and mentoring a high-performing Customer Success team
- This is a hands-on leadership role
- You will combine strong people leadership with an execution mindset, dive into complex customer situations, and personally drive outcomes when needed
- Lead and scale the Enterprise Customer Success function in a fast-growing SaaS environment
- Own the delivery of complex enterprise onboarding and implementation projects, ensuring on-time, high-quality go-lives
- Build and maintain trusted relationships with senior stakeholders and executives at customer organizations
- Drive operational rigor and execution: clear plans, milestones, risk management, and accountability
- Establish and enforce best practices, playbooks, and success frameworks for enterprise customers
- Mentor, coach, and develop CSMs, helping them grow as trusted advisors and execution leaders
- Partner closely with Sales, Product, and Support to ensure a seamless customer experience
- Provide executive-level visibility into customer health, risks, escalations, and outcomes
- Play an active role in retention, renewals, and expansion for enterprise accounts
- Strong technical understanding of SaaS platforms, integrations, APIs, data flows, and enterprise systems
- 8+ years of experience in Customer Success, Professional Services, Solutions Consulting, or Enterprise Implementations within B2B SaaS
- Proven track record delivering complex enterprise onboarding projects
- Execution-focused, pragmatic, and willing to “get your hands dirty”
- 4+ years experience leading and mentoring CS or implementation teams
- Comfortable operating at both strategic and hands-on technical levels
- Experience in revenue, billing or sales motions
- Executive presence and confidence engaging with C-suite stakeholders