Director of Customer Success

Salary Range: 150000 to 160000 (Currency: USD) (Pay period: per-year-salary)

Responsibilities

• Lead a team of Senior Customer Success Managers – provide formal management, performance coaching, and career development for high-performing CSM professionals.
• Build and scale the enterprise CS function – define team structure, hiring strategy, and organizational capabilities to support company growth.
• Drive team performance – establish individual and team KPIs, conduct regular 1:1s, performance reviews, and manage talent development initiatives.
• Resource allocation and planning – manage team capacity, account assignments, and strategic resource deployment across the enterprise portfolio.
• Own enterprise territory strategy – manage a multimillion portfolio across your team, with personal oversight of 3-5 $1M+ strategic accounts.
• Executive relationship management – serve as the primary escalation point and strategic advisor for C-level and SVP stakeholders across the enterprise portfolio.
• Cross-functional orchestration – lead complex, multi-quarter engagements involving Product, Engineering, Data, Legal, and Sales teams.
• Strategic account planning – develop and execute multi-year success plans aligned with client business transformation initiatives.
• Define CS strategy and methodology – collaborate with VP of Customer Success to establish enterprise customer success frameworks, playbooks, and best practices.
• Process optimization and scaling – design and implement scalable processes for onboarding, adoption, renewal, and expansion across enterprise accounts.
• Cross-departmental alignment – partner with Sales, Product, and Marketing leadership to ensure seamless customer experience and revenue optimization.
• Data-driven insights – establish reporting frameworks and business intelligence capabilities to drive strategic decision-making.
• Drive expansion strategy – identify and execute systematic approaches to account growth, including whitespace analysis and expansion planning.
• Renewal excellence – oversee complex, high-stakes renewal negotiations and ensure predictable revenue retention.
• Commercial partnership – collaborate closely with Sales leadership on enterprise deals, transitions, and strategic account development.
• Team Performance: Drive team to achieve >120% collective NDR across managed enterprise portfolio.
• Team Development: Achieve <10% voluntary turnover and 90%+ promotion readiness scores for direct reports.
• Process Excellence: Implement scalable processes that improve team efficiency by 25%+ annually.
• Portfolio NDR: Maintain >125% NDR across the $2M+ combined enterprise portfolio.
• Strategic Account Growth: Achieve >$500K net expansion annually from personal strategic accounts.
• Executive Engagement: Conduct bi-annual strategic business reviews with 100% of $1M+ accounts, including C-level participation.
• Renewal Excellence: Maintain >98% gross dollar retention across enterprise portfolio.
• Process Improvement: Deliver 2+ major process improvements annually that enhance customer experience and operational efficiency.
• Strategic Initiatives: Lead 1-2 company-wide initiatives per year that drive customer-centric transformation.

Requirements

• 7+ years in Customer Success roles with minimum 3+ years managing Customer Success teams, preferably in enterprise B2B SaaS environments.
• Proven track record building and scaling CS organizations – experience growing teams from 3-5 to 10+ CSMs with demonstrated retention and performance outcomes.
• Enterprise account management expertise – personal experience managing $1M+ ARR accounts and leading complex, multi-stakeholder engagements.
• People leadership excellence – demonstrated ability to hire, develop, and retain top CS talent with measurable performance improvements.
• Executive presence and gravitas – comfortable presenting to and influencing C-level executives and boards on strategic initiatives and business outcomes.
• Data analytics and business intelligence expertise – specific emphasis on Data Analytics, Cloud, Collaboration, or Identity solutions with ability to drive technical and business value conversations.
• Commercial sophistication – experience with complex contract negotiations, multi-million dollar renewals, and strategic partnership development.
• Cross-functional leadership – proven ability to influence and coordinate across Product, Engineering, Sales, and Marketing teams without direct authority.
• Deep domain knowledge in DaaS, SaaS, and IaaS business models (TV and Streaming), including data collaboration, identity resolution, and cloud ecosystems.
• Scaling expertise – experience managing concurrent portfolios of 10+ enterprise accounts totaling $2M+ in ARR.
• Process and systems thinking – demonstrated ability to design and implement scalable customer success operations and methodologies.
• Bachelor's degree required; MBA strongly preferred.
• Customer Success or Account Management certifications (Gainsight, Totango, or equivalent) preferred.
• Prior Director/VP experience in Customer Success, Account Management, or related customer-facing functions.
• Industry expertise in adtech/martech, television/media, or data analytics ecosystems.
• Technical background with ability to engage in deep technical conversations with engineering and data science teams.
• Consulting or professional services experience in enterprise technology implementations.