SeniorDirector,CustomerSuccess

## Accountabilities Own and drive key customer success outcomes, including gross and net revenue retention, product adoption, expansion, and proactive risk identification across a large and diverse customer base. Lead, coach, and scale a high-performing Customer Success organization, including managers and senior Customer Success Managers, fostering a culture of accountability, performance, and customer advocacy. Design and implement scalable operational frameworks, including lifecycle processes, reporting structures, dashboards, and performance management systems to enable data-driven decision-making. Develop repeatable, consultative customer engagement methodologies that improve adoption, deepen customer value realization, and support long-term retention and growth. Act as an executive sponsor for high-value and complex customer relationships, managing escalations and leading strategic negotiations when required. Partner cross-functionally with Sales, Product, Marketing, and Support to align customer insights with product improvements and expansion strategies. Establish proactive risk management frameworks to identify churn signals early and implement mitigation strategies across the customer base. Influence organizational strategy by translating customer feedback and performance data into actionable business recommendations. Requirements: 10–15+ years of experience in B2B customer-facing roles, with at least 5+ years leading and developing managers or senior Customer Success professionals. Proven track record of driving retention, expansion, and adoption metrics within a scaled Customer Success or Account Management organization. Strong executive presence with experience managing high-stakes customer escalations and complex commercial negotiations. Demonstrated ability to build scalable customer success frameworks, lifecycle programs, and operational processes in a data-driven environment. Strong proficiency with CRM and Customer Success platforms, using data and