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 senior leadership role is responsible for shaping and executing the overall customer success strategy across a diverse and complex customer portfolio, ranging from mid-market organizations to large enterprise accounts. The position carries significant impact on retention, expansion, and revenue growth by ensuring customers achieve measurable value from their solutions. The Senior Director will lead and develop a high-performing Customer Success organization, building scalable frameworks that enable consistent, consultative engagement across teams. This role requires strong cross-functional leadership, partnering closely with Sales, Product, and Support to align on customer outcomes and drive continuous improvement. It is both strategic and hands-on, involving direct engagement in high-stakes customer escalations and executive-level discussions. The environment is fast-paced, data-driven, and highly collaborative, with a strong emphasis on accountability and customer-centric innovation.

Accountabilities:

• Own and drive key customer success outcomes, including gross and net revenue retention, product adoption, expansion, and proactive risk identification across a large and diverse customer base.
• Lead, coach, and scale a high-performing Customer Success organization, including managers and senior Customer Success Managers, fostering a culture of accountability, performance, and customer advocacy.
• Design and implement scalable operational frameworks, including lifecycle processes, reporting structures, dashboards, and performance management systems to enable data-driven decision-making.
• Develop repeatable, consultative customer engagement methodologies that improve adoption, deepen customer value realization, and support long-term retention and growth.
• Act as an executive sponsor for high-value and complex customer relationships, managing escalations and leading strategic negotiations when required.
• Partner cross-functionally with Sales, Product, Marketing, and Support to align customer insights with product improvements and expansion strategies.
• Establish proactive risk management frameworks to identify churn signals early and implement mitigation strategies across the customer base.
• Influence organizational strategy by translating customer feedback and performance data into actionable business recommendations.

Requirements:

• 10–15+ years of experience in B2B customer-facing roles, with at least 5+ years leading and developing managers or senior Customer Success professionals.
• Proven track record of driving retention, expansion, and adoption metrics within a scaled Customer Success or Account Management organization.
• Strong executive presence with experience managing high-stakes customer escalations and complex commercial negotiations.
• Demonstrated ability to build scalable customer success frameworks, lifecycle programs, and operational processes in a data-driven environment.
• Strong proficiency with CRM and Customer Success platforms, using data and insights to inform strategy and execution.
• Excellent cross-functional collaboration and stakeholder management skills, with the ability to influence senior internal and external stakeholders.
• Strong analytical mindset with the ability to translate customer data into actionable insights and strategic recommendations.
• Proven leadership skills with a focus on talent development, team scaling, and performance management.
• Ability to travel up to approximately 20% for customer engagement and team collaboration.

Benefits:

• Competitive base salary with performance-based incentive compensation and equity opportunities.
• Comprehensive healthcare coverage including medical, dental, and vision insurance.
• Retirement savings plan and financial wellness programs.
• Flexible remote-first work arrangements supporting work-life balance.
• Generous paid time off and company holidays.
• Professional development opportunities and leadership growth programs.
• Employee wellness initiatives and mental health support resources.
• Opportunity to lead a high-impact global organization focused on customer value and long-term revenue growth.

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.