Sr. Director, Customer Success (Remote - US)

This position is posted by Jobgether on behalf of PetDesk. We are currently looking for a Sr. Director, Customer Success in United States.

We are seeking an experienced Senior Director of Customer Success to lead and scale a high-performing team responsible for delivering exceptional customer experiences across the full journey. In this role, you will design and execute strategies that drive adoption, retention, and expansion while aligning customer success initiatives with overall business growth. You will leverage data, analytics, and Customer Success platforms to optimize operations, enhance engagement, and reduce churn. This position requires collaboration across Sales, Marketing, Product, and Support teams to ensure seamless hand-offs, effective communications, and measurable customer value. The ideal candidate thrives in a fast-paced, high-growth SaaS environment and is passionate about building scalable processes, mentoring teams, and delivering results that drive long-term customer loyalty.

Accountabilities

·         Design and implement a multi-product Customer Success strategy focused on adoption, engagement, and value realization.

·         Lead, mentor, and coach a team of Customer Success managers and individual contributors to achieve customer outcomes and growth targets.

·         Develop and iterate on customer journeys and segmentation strategies, tailoring approaches to specific personas, channels, and motivations.

·         Collaborate with Sales, Implementation, Support, Marketing, and Product teams to improve hand-offs, adoption, and enablement materials.

·         Use analytics and customer data to inform operational improvements, process enhancements, and reporting on churn, expansion, and engagement metrics.

·         Optimize Customer Success operations through platforms such as Totango, Salesforce, and Zendesk to drive efficiency and scale.

·         Own initiatives to reduce monthly recurring revenue (MRR) churn, increase customer engagement, and drive long-term retention.

·         Recruit, develop, and manage a high-performing Customer Success team, ensuring accountability and professional growth.

Requirements

·         7+ years of Customer Success experience, including at least 3 years in a leadership role.

·         Proven track record leading Customer Success teams in a high-growth SaaS environment.

·         Experience designing and scaling Customer Success programs, materials, and processes.

·         Strong leadership and mentoring skills, with the ability to coach team members to success while maintaining high accountability.

·         Expertise in analytics and data-driven decision-making, with experience using Customer Success tools (Totango, Salesforce, Zendesk).

·         Proven ability to work cross-functionally to improve the customer journey and implement strategic initiatives.

·         Skilled at resolving customer escalations and driving outcomes with strong problem-solving and prioritization abilities.

·         Passionate about customer experience, reducing churn, and driving measurable long-term value.

·         Experience working with institutional investors or scaling Customer Success teams for investment readiness is a plus.

Benefits

·         Medical, dental, and vision coverage for employees and dependents (80–90% covered by employer).

·         Employer HSA contributions with HDHP.

·         401(k) match up to 3.5%.

·         Dependent Care Flexible Spending Account (FSA).

·         Basic Life and AD&D insurance, Short and Long Term Disability.

·         Flexible Time Off policy & 12 paid holidays.

·         Paid parental leave and Pawternity leave, financial pet adoption support, and subsidized pet insurance.

·         $250 annual stipend for learning and development.

·         Competitive salary range: $170,000 - $190,000 per year.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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