Director of Customer Success

Global Enterprise SaaS | AI-Driven Platforms | Recurring Revenue & Subscription Growth
United State (Remote)
February 11, 2026
Full Time
Urgent

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Job Description

About the Role

In subscription-based enterprise technology, revenue is earned once but retained every day. Customer success is not a support function. It is a strategic growth lever that directly influences renewal rates, expansion revenue, product adoption, and long-term enterprise value.

We are seeking a Director of Customer Success to lead a global customer success organization responsible for enterprise and strategic accounts across a complex SaaS portfolio. This role is designed for a leader who understands how to convert customer relationships into measurable business outcomes.

The Director of Customer Success will own retention strategy, adoption frameworks, executive engagement models, and expansion enablement across a diverse customer base. You will operate at the intersection of Sales, Product, Revenue Operations, and Support to ensure that customers realize sustained value from the platform.

Your mandate is to move customer success from reactive service to proactive value orchestration. This includes implementing scalable engagement models, performance analytics, customer health scoring, lifecycle governance, and executive-level customer partnerships.

This is not a ticket-resolution role. It is a mandate to build a disciplined, data-informed customer success engine that strengthens loyalty, protects revenue, and accelerates account growth.

Essential Duties and Responsibilities

  • Define and execute enterprise customer success strategy aligned with retention and expansion targets

  • Lead global teams responsible for onboarding, adoption, and lifecycle engagement

  • Establish measurable customer health metrics and renewal forecasting frameworks

  • Partner with Sales to drive upsell and cross-sell initiatives

  • Build executive engagement models for strategic accounts

  • Oversee churn analysis, risk mitigation planning, and proactive retention programs

  • Collaborate with Product on feedback loops and roadmap alignment

  • Develop scalable engagement playbooks and customer journey frameworks

  • Drive customer satisfaction, NPS, and long-term value realization

  • Mentor and develop senior customer success leaders and regional teams

Job Qualifications and Requirements

  • 12 to 15 plus years of experience in customer success, account management, or SaaS leadership

  • Proven success leading enterprise customer success teams at scale

  • Strong background in subscription or recurring revenue business models

  • Demonstrated ability to improve retention, net revenue retention, and expansion performance

  • Experience working cross-functionally with Sales, Product, and Finance

  • Strong data fluency and familiarity with CRM and customer success platforms

  • Bachelor’s degree required; advanced degree preferred

Personal Capabilities and Qualifications

  • Executive presence with strong client credibility

  • Strategic thinker with operational discipline

  • Data-driven leader with a strong analytical mindset

  • Calm and decisive in managing customer escalations

  • Collaborative operator across commercial and product functions

  • Strong communicator capable of influencing at the C-suite level

Strategic Support

  • Support enterprise growth strategy through retention and lifetime value optimization

  • Partner with Revenue Operations on forecasting and revenue predictability

  • Contribute to pricing, packaging, and value realization discussions

  • Support M&A integration from a customer transition perspective

  • Advise leadership on market trends and customer expectations

Working Conditions

  • Hybrid executive work environment with global customer engagement

  • Regular interaction with enterprise customers and executive stakeholders

  • Periodic domestic and international travel

  • High-visibility role directly tied to revenue stability

Job Function

  • Enterprise Customer Success Leadership

  • Retention and Expansion Strategy

  • Customer Lifecycle Governance

  • Executive Client Engagement

  • SaaS Revenue Optimization

Compensation & Benefits

  • Base Salary: $310,000 – $400,000

  • Executive Annual Performance Incentive

  • Long-Term Equity Participation

  • Comprehensive Medical, Dental, and Vision Coverage

  • 401(k) with Competitive Company Contribution

  • Leadership Development and Coaching Support

  • Wellness and Mental Health Programs

  • Generous Executive Paid Time Off

Why Join Us

  • Lead customer success at true enterprise SaaS scale

  • Directly influence revenue retention and expansion outcomes

  • Partner with executive leadership on growth strategy

  • Build a world-class global customer success organization

  • Leave a measurable impact on loyalty, profitability, and long-term value