Senior Director, Customer Success [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director, Customer Success based in the United States.

This is a high-impact leadership role responsible for shaping and scaling the enterprise customer success organization across a fast-growing digital platform business. You will define and drive the strategy for retention, expansion, adoption, and customer advocacy across the full lifecycle. The role operates at the intersection of strategy, execution, and executive relationship management, ensuring customers realize measurable business outcomes. You will lead and evolve operating models, systems, and teams to support global scale and increasing complexity. Acting as a key partner to Sales, Product, Marketing, and Support, you will influence both customer outcomes and product direction. This position is ideal for a leader who thrives in data-driven, fast-paced environments and enjoys building high-performance teams.

Accountabilities

• Lead the enterprise customer success strategy, owning retention, expansion, adoption, and overall customer health outcomes across the portfolio while ensuring alignment with company growth objectives.
• Build and scale a high-performing Customer Success organization, developing managers and teams while fostering a culture of accountability, customer impact, and continuous improvement.
• Design and optimize customer lifecycle frameworks, including health scoring, forecasting models, engagement strategies, and scalable success programs.
• Partner cross-functionally with Sales, Product, Marketing, and Support to ensure a seamless customer journey and to influence roadmap decisions based on customer insights.
• Drive executive-level engagements, including QBRs and strategic business reviews, while strengthening relationships with key enterprise customers.
• Leverage data, analytics, and AI-enabled workflows to improve operational efficiency, increase scalability, and enhance customer outcomes.

Requirements

• 10+ years of experience in Customer Success, Account Management, Professional Services, or post-sale leadership roles within SaaS environments.
• 5+ years of experience leading managers or senior leaders, with a proven track record of scaling customer-facing organizations in high-growth contexts.
• Demonstrated success in driving retention, expansion, adoption, and overall customer value realization across enterprise customer segments.
• Strong executive presence with the ability to influence C-level stakeholders and lead strategic conversations with large enterprise customers.
• Deep expertise in customer lifecycle management, success operations, health scoring, forecasting, and data-driven decision-making.
• Experience working cross-functionally with Product, Sales, Marketing, and Support in complex, matrixed environments.
• A systems-oriented and AI-forward mindset, with a passion for building scalable processes and improving team efficiency through innovation.

Benefits

• Competitive compensation package including base salary, performance-based incentives, and potential equity participation.
• Comprehensive healthcare coverage including medical, dental, and vision insurance for employees and dependents.
• Flexible PTO, paid holidays, and sabbatical opportunities to support rest and long-term well-being.
• Generous parental leave and family support programs covering multiple life stages.
• Retirement savings plans with employer contributions and global retirement support options.
• Monthly wellness and work-related stipends to support remote work and personal productivity.
• Access to mental health resources, coaching, and wellness programs.
• Inclusive, remote-first culture with flexibility and autonomy in work arrangements.

How Jobgether works:

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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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.