Director, Customer Success

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

As Director, Customer Success, you will lead and scale the post-sale customer journey, from onboarding and adoption to retention and expansion. You will build a high-performing Customer Success organization designed to deliver measurable customer outcomes while leveraging AI to increase efficiency and impact. In this player-coach leadership role, you will develop a talented team of Customer Success Managers and establish scalable processes for enterprise and mid-market customers. You will collaborate closely with Sales, Product, Engineering, and Support to strengthen customer relationships and influence product strategy. By combining technical expertise, data-driven decision-making, and executive-level engagement, you will help customers maximize the value of advanced security solutions. This is an opportunity to shape an AI-native Customer Success function in a fast-growing environment where ownership, innovation, and continuous improvement are essential. \n

Accountabilities:

You will own the strategy, execution, and continuous improvement of the Customer Success function, ensuring customers achieve meaningful outcomes while driving sustainable business growth. Your responsibilities will include: Lead and develop the team:

Hire, coach, and develop Customer Success Managers, establish clear performance goals and career paths, and foster a culture of accountability, ownership, and technical curiosity.

Build scalable operating models:

Design customer segmentation, coverage strategies, and handoff processes across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market accounts.

Drive retention and expansion:

Own gross revenue retention (GRR), net revenue retention (NRR), product adoption, and expansion across the customer base.

Demonstrate customer value:

Develop success plans tied to measurable security outcomes, including reduced shadow SaaS and shadow AI, faster remediation, and broader policy coverage.

Strengthen executive relationships:

Act as an executive sponsor and escalation point for strategic accounts, lead business reviews with CISOs and security leaders, and partner with Sales on renewals, expansion opportunities, and customer references.

Coordinate cross-functional support:

Work with Support to manage critical escalations and ensure customers receive coordinated responses and clear communication.

Influence product development:

Partner with Product and Engineering to translate customer feedback, integration requirements, and feature requests into roadmap priorities.

Improve the customer experience:

Monitor and enhance customer satisfaction, product adoption, and time to value throughout the customer lifecycle.

Champion AI security capabilities:

Develop expertise in AI Agent Security, AI Governance, and AI agent capabilities, coaching the team to help customers discover AI agents, establish governance policies, and respond to emerging risks.

Maintain operational rigor:

Own team metrics, forecasting, and executive reporting while continuously improving Customer Success systems, technology, and processes.

Embed AI into team operations:

Make AI fluency a core competency in hiring, onboarding, performance evaluation, and everyday customer engagement.

Requirements: The ideal candidate combines proven Customer Success leadership with technical credibility, commercial ownership, and practical experience using AI to improve customer outcomes and operational efficiency. You should bring: 10+ years of experience in Customer Success or post-sale leadership within a B2B SaaS company.

At least 5 years of experience leading Customer Success teams.

A demonstrated track record of owning retention and expansion metrics, including GRR and NRR, and building and scaling Customer Success organizations.

The ability to establish credibility with CISOs and security practitioners, supported by a strong understanding of SaaS, identity technologies such as SSO, IAM, and OAuth, APIs, and integrations.

Hands-on experience applying AI to Customer Success, including solutions such as LLM-powered workflows, predictive customer health scoring, or automated customer engagement, with measurable results.

A data-driven mindset and experience using Customer Success platforms, CRM systems, and business intelligence tools to guide decisions and improve performance.

Strong executive presence, communication, stakeholder management, and relationship-building skills.

Experience leading and developing remote teams across a distributed work environment.

A builder’s mindset, with the ability to establish processes, navigate ambiguity, and adapt quickly in a high-growth company.

A commitment to continuous learning and the ability to coach teams through evolving AI and security technologies.

Benefits: Remote work opportunity based in the United States.

Full-time position with leadership responsibility and the opportunity to shape and scale the Customer Success function.

The opportunity to build an AI-native operating model that improves customer value and team efficiency.

Direct collaboration with senior leadership and cross-functional teams across Sales, Product, Engineering, and Support.

The opportunity to influence customer strategy, product development, and the adoption of emerging AI security capabilities.

Salary, bonus structure, equity, healthcare coverage, retirement benefits, and paid time off are not specified in the available job description.

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