Director, Customer Success

Job description

**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. ### 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.