Senior Director, Customer Success and Outcomes

Job description

LeanData helps the world's fastest-growing companies automate, simplify, and accelerate revenue. We're hiring a Senior Director of Customer Success to lead, evolve, and scale our Mid-Market CS organization. Reporting to the Chief Customer Officer, you'll own end-to-end customer success strategy — segmentation, engagement models, and success planning — while playing a central role in shaping the customer experience at scale. You'll also be at the forefront of how we apply AI: building an agentic CS motion that drives real focus, efficiency, and customer impact. This means reinventing how a high-performing team operates, not just automating what already exists. In close partnership with Sales, Product, Professional Services, and Support, you'll ensure customers achieve measurable outcomes — directly driving gross and net revenue retention. This is a rare opportunity to build durable foundations for scale at a company that sits at the heart of the modern revenue stack. Hybrid: Two in-office days per week (Santa Clara) Responsibilities Strategic Leadership - Own the strategy, structure, and results of a 5–7 person CS team — including engagement models, success planning, and a scalable operating model grounded in the customer journey. - Lead the evolution of CS by leveraging our tech stack and frameworks to free the team for the work that matters most; build leadership depth through mentorship, succession planning, and clear career paths. - Drive a "CS AI" motion for SMB accounts that maximizes efficiency without sacrificing customer satisfaction. Execution & Delivery - Direct execution of playbooks across our Solution Value Framework — covering adoption, risk mitigation, and expansion in complex Salesforce environments. - Maintain early-warning systems for churn risk, enabling proactive retention at scale. - Serve as the senior escalation point for high-impact customer issues. - Drive operational rigor and consistency through Salesforce and CS tooling. Collaboration & Influence - Act as the primary voice of the customer, shaping Product roadmap and Engineering priorities from frontline insights. - Partner with Sales and Account Management on renewals, expansions, and strategic account growth. - Collaborate with Marketing to generate customer advocacy, references, and case studies. - Lead executive business reviews and cross-functional planning sessions. Metrics & Outcomes - Own and deliver gross revenue retention targets for the Mid-Market CS organization. - Ensure customers achieve measurable outcomes tied to revenue efficiency, pipeline conversion, and GTM alignment. - Define, track, and report on adoption, engagement, customer health, time-to-value, and CSAT. Qualifications Required - 8–12 years in Customer Success, Account Management, or post-sales leadership in B2B SaaS. - 3+ years managing and scaling CS teams, with a track record of developing talent and leaders. - Demonstrated ownership of GRR and net retention targets. - Strong operational and analytical mindset; able to translate data into executive strategy. - Experience supporting mid-market and enterprise customers through complex implementations. - Relevant degree from a well-regarded college or university, MBA a plus Preferred - Experience scaling CS from mid-market to enterprise in a high-growth environment. - Technical familiarity with Salesforce-native platforms or RevOps/GTM infrastructure. - Background in RevOps, Sales Ops, Marketing Ops, or revenue intelligence. - Comfort aligning CS motions with both sales-led and product-led growth models.