Senior Director, Customer Success
$255,040–$300,000 year
RemoteUnited States
Job Summary
Lead and develop the Enterprise Customer Success team across the Americas, overseeing Directors and Managers to drive retention, adoption, and expansion for global enterprise clients. Establish and execute the Enterprise Customer Success strategy, partnering cross-functionally with Sales, Renewals, Support, and Product to maximize lifetime value. Build executive relationships with strategic customers, taking an active role in escalations and issue resolution while implementing scalable success planning and value realization frameworks. Use data-driven insights to improve customer health, forecast retention risk, and coach leaders to build high-performing teams. Travel up to 25% to meet key customers and internal stakeholders. Represent the customer voice across the organization to influence product direction and go-to-market priorities.
Required Qualifications
- 10+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment
- 5+ years leading large or multi-level teams
- Proven success managing Enterprise or Global customers
- ideally in the cybersecurity, email security, or infrastructure SaaS space
- Strong business acumen and ability to partner with senior executives at Fortune 500 organizations
- Demonstrated ability to scale teams and processes in a high-growth environment
- Experience driving retention and expansion strategies through data, systems, and strong cross-functional collaboration
- Exceptional communication, executive presence, and relationship management skills
- Strategic thinker who thrives in ambiguity and acts with ownership and urgency
- Understanding of renewals and expansion motions in partnership with Renewal Management / Sales
- Experience building and operationalizing impactful AI-driven processes for post sales functions
Desired Qualifications
- Experience in email security, cybersecurity, or enterprise infrastructure software
- Familiarity with API-based SaaS solutions and cloud-native architectures
- Prior experience leading global or multi-regional teams in a high-velocity SaaS company
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.