This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success in United States.
This is a senior leadership opportunity at the intersection of customer success strategy, platform expertise, and team development within a fast-scaling SaaS environment. You will be responsible for defining how customer success operates across the organization, ensuring consistent, high-quality experiences for clients while driving retention, expansion, and long-term value. The role requires a leader who can operate both strategically and tactically, partnering closely with product, account management, and executive leadership teams. You will act as a key voice of the customer, translating feedback into actionable product and operational improvements. This position also plays a critical role in building and scaling high-performing teams while reinforcing operational excellence and commercial alignment. It is ideal for a hands-on leader who thrives in dynamic, product-driven environments.
Accountabilities:- Lead, mentor, and develop a high-performing Customer Success team, fostering a culture of accountability, operational rigor, and continuous improvement.
- Define and implement scalable customer success strategies, frameworks, and operating standards in collaboration with senior leadership.
- Serve as a key customer advocate to the Product team, translating feedback into prioritized roadmap inputs and driving product improvements.
- Oversee customer lifecycle management, ensuring successful onboarding, adoption, retention, renewal, and expansion outcomes.
- Partner closely with Account Management to align on commercial strategy and support renewals and growth opportunities.
- Develop deep expertise in the platform to support complex escalations, technical issues, and customer configuration challenges.
- Build and optimize processes, tools, and dashboards (including Salesforce) to improve visibility, efficiency, and team performance.
- Act as escalation point for high-impact customer issues and ensure timely, effective resolution.
- Drive cross-functional collaboration across Product, Sales, and Operations to improve customer experience and business outcomes.
Requirements:
- 10+ years of experience in Customer Success, Account Management, or related SaaS leadership roles, including team management responsibilities.
- Proven experience leading and scaling Customer Success or post-sales teams in a SaaS or technology-driven environment.
- Strong technical aptitude with the ability to understand platform architecture, configurations, and integrations at a detailed level.
- Demonstrated ability to influence product direction through structured customer insights and feedback loops.
- Strong commercial acumen with experience supporting renewals, expansions, and customer lifecycle revenue growth.
- Excellent leadership skills with a track record of hiring, mentoring, and developing high-performing teams.
- Strong analytical, operational, and problem-solving abilities with attention to detail and process discipline.
- Excellent communication and stakeholder management skills, including experience working with senior leadership.
- Ability to manage multiple priorities in a fast-paced, high-growth environment.
Benefits:
- Competitive compensation package aligned with experience and market standards.
- Comprehensive health, dental, and vision insurance coverage.
- Flexible remote work model within the United States.
- Generous paid time off and holiday policies.
- Lifestyle Spending Account supporting wellbeing and personal development.
- Retirement and savings benefits.
- Strong focus on learning, growth, and leadership development opportunities.
- Inclusive, people-first culture emphasizing collaboration and innovation.
- Opportunity to work on impactful, fast-evolving SaaS products with high visibility.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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