Directorof Customer Success

Job Description

About the Organization

We are a global enterprise SaaS and AI-powered platform organization, delivering mission-critical solutions to some of the world’s most sophisticated enterprises across industries, including financial services, healthcare, logistics, and technology. Our platform powers high-volume, data-intensive operations, enabling clients to optimize performance, enhance customer experiences, and unlock new growth opportunities.

Our business model is built on long-term customer partnerships, subscription-based revenue streams, and continuous value delivery. Customer success is not a post-sale function; it is a core driver of revenue growth, retention, and expansion. We operate within a highly competitive digital ecosystem where customer experience, product adoption, and measurable ROI define success.

We are building a next-generation customer success organization powered by AI-driven insights, predictive analytics, and scalable engagement models. Our focus is on ensuring customers achieve maximum value from our solutions through structured onboarding, proactive engagement, lifecycle management, and strategic account development.

The Director of Customer Success will lead a high-performing global customer success function, responsible for driving customer retention, expansion, revenue, adoption, and overall client satisfaction. This role will oversee enterprise accounts, design scalable success frameworks, and align closely with sales, product, and support teams to deliver a seamless customer journey.

This is a strategic leadership role requiring deep expertise in customer success, SaaS business models, account management, and data-driven customer engagement at scale.

Essential Duties and Responsibilities

• Lead and scale global customer success strategy across enterprise and mid-market client segments.
• Drive customer retention, renewal rates, and expansion revenue through strategic account management.
• Oversee onboarding, adoption, and lifecycle management programs to ensure maximum customer value realization.
• Develop and implement customer success frameworks, playbooks, and engagement models.
• Utilize data and analytics to monitor customer health scores, churn risks, and growth opportunities.
• Partner with Sales to support upsell, cross-sell, and account expansion initiatives.
• Collaborate with Product teams to incorporate customer feedback into product development and roadmap.
• Establish scalable processes for managing high-volume customer portfolios efficiently.
• Lead and mentor a team of Customer Success Managers (CSMs) and account leaders globally.
• Ensure consistent delivery of high-quality customer experience across all touchpoints.

Job Qualifications and Requirements

• Bachelor’s or Master’s degree in Business, Marketing, Technology, or related field; MBA preferred.
• 10–18+ years of experience in customer success, account management, or client services roles.
• Proven experience leading customer success teams in SaaS or subscription-based business models.
• Strong background in enterprise client management and revenue retention strategies.
• Experience with CRM platforms, customer success tools, and analytics systems.
• Deep understanding of customer lifecycle management, churn reduction, and value delivery models.
• Demonstrated ability to deliver measurable improvements in customer retention and growth metrics.

Personal Capabilities and Qualifications

• Strong leadership and team development capabilities.
• Excellent communication and relationship management skills.
• Strategic thinker with strong commercial and revenue focus.
• Data-driven mindset with the ability to translate insights into actions.
• High adaptability in fast-paced, customer-centric environments.
• Strong problem-solving and conflict resolution abilities.

Strategic Support

• Partner with CRO/CCO to define customer success strategy aligned with revenue and growth objectives.
• Provide insights into customer behavior, retention trends, and expansion opportunities.
• Support go-to-market strategies through customer insights and engagement models.
• Align customer success initiatives with product development and business strategy.

Working Conditions

• Senior leadership role with global customer success responsibilities.
• High interaction with enterprise clients, internal stakeholders, and executive leadership.
• Fast-paced, performance-driven environment focused on customer outcomes and revenue growth.
• Occasional travel for client meetings, strategic reviews, and industry events.

Job Function

• Customer Success Strategy & Leadership
• Customer Retention & Revenue Expansion
• Client Lifecycle Management
• Customer Experience & Engagement
• Data-Driven Customer Insights
• Team Leadership & Development

Compensation & Benefits

• Compensation Package: $310,000 – $417,000 base + performance bonus + equity incentives
• Executive-level healthcare and wellness programs
• Retirement and financial planning support
• Equity participation and long-term incentive plans
• Leadership development and career advancement programs
• Flexible work model and global exposure

Why Join Us

• Lead customer success for a high-growth, global SaaS and AI-driven organization.
• Shape how enterprise clients achieve value through cutting-edge digital platforms.
• Drive measurable business impact through customer retention and revenue expansion.
• Work at the intersection of technology, customer experience, and business growth.
• Build and lead a world-class customer success organization at a global scale.