Director, Customer Success

Responsibilities

• Lead a team of Enterprise CSMs across experience levels and own the Enterprise segment's NRR outcomes, engagement model, and team performance.
• Accountable for the full post-sale success motion in the Enterprise segment: retention, expansion pipeline generation, executive business review quality, success plan coverage, and forecasting accuracy.
• Serve as a player-coach and organizational architect who shapes how Customer Success operates at scale, develops exceptional talent, and acts as a senior cross-functional partner to Enterprise Sales, RevOps, Solutions Engineering, and Product.
• Build, develop, and scale high-performing Enterprise CSM teams; set and reinforce clear performance standards aligned to CS KPIs (territory planning, EBRs, expansion pipeline, forecasting hygiene, risk management, CSAT, and advocacy).
• Structure coaching and development including formal deal reviews, call debriefs, and development plans that produce measurable improvement in CSM commercial performance.
• Champion AI capability and enablement adoption across the team; model responsible, high-quality AI-assisted workflows.
• Drive succession planning, hiring strategy, and internal growth paths; build a team culture of accountability, curiosity, and continuous improvement.
• Own the Enterprise segment's NRR targets including gross retention rate, expansion pipeline volume, amendment win rates, renewal upsell win rates, and forecasting accuracy.
• Partner with Enterprise AEs to define and evolve the CS-Sales collaboration model: joint account planning, QL handoff standards, pipeline attribution, and deal strategy norms.
• Coach on multi-stakeholder executive business reviews, C-suite renewal negotiations, multi-year expansion business cases, and competitive retention conversations.
• Drive forecasting rigor at the team level using Gainsight and Salesforce to manage segment health, track CTA resolution, monitor expansion pipeline, and report on team-wide RFS KPI performance.
• Design, document, and scale Enterprise CS engagement models, success planning standards, EBR methodologies, and playbooks.
• Align CS capacity, segment coverage models, and role deployment to ARR growth targets and Enterprise customer complexity.
• Identify operating gaps and cross-functional friction; drive structured improvements that reduce risk, accelerate activation, and increase expansion velocity.
• Contribute to CS OKR development with data-backed recommendations that influence CS and GTM strategy, organizational design, and investment priorities.
• Promote and model an AI-first approach to commercial execution; build AI-assisted systems for account intelligence, risk monitoring, and engagement preparation.
• Serve as senior escalation owner for the Enterprise segment's most critical, high-stakes customer situations.
• Act as trusted partner to Enterprise Sales, Solutions Engineering, RevOps, Support, and Product leadership; align stakeholders at all levels on customer priorities and segment strategy.
• Aggregate customer intelligence from the Enterprise book and channel it into GTM positioning, product roadmap input, and CS commercial model design.
• Represent the Enterprise CS organization in leadership forums and strategic planning conversations.

Requirements

• 10+ years in Customer Success, enterprise account management, or a strategic post-sale function in SaaS, with a demonstrated track record of owning NRR and expansion outcomes.
• 10+ years of people management experience, with demonstrated progression in leading and developing CSMs at multiple levels; experience managing managers is a strong plus.
• Proven ability to lead Enterprise-focused CS teams through complex renewals, executive stakeholder engagement, and commercial expansion motions.
• Deep familiarity with CS operating frameworks – success planning, EBR design, risk CTA management, renewal and expansion forecasting – and how they connect to segment-level NRR performance.
• Strong familiarity with Gainsight and Salesforce; experience using CS platforms to manage team performance, customer health, and pipeline visibility at scale.
• Demonstrated ability to build, develop, and scale high-performing Enterprise CSM teams across levels.
• Excellent written and verbal communication skills with strong executive presence across internal and customer-facing audiences.

Nice-to-Haves

• Background in cybersecurity, identity security, IAM, strongly preferred; former 1Password power user or practitioner is a meaningful advantage.
• Experience managing managers.