Director of Customer Success

What you'll do

• Lead and develop a high-performing team: Recruit, mentor, and manage a team of experienced Customer Success Managers, fostering their professional growth, encouraging decentralized decision-making, and ensuring they have the tools and support to excel in a complex strategic environment.
• Oversee strategic customer relationships: Ensure strategic alignment with customers, acting as an escalation point for critical issues and fostering strong, trust-based partnerships at SVP, VP, and Director levels within customer organizations.
• Drive customer success strategy: Develop and implement strategies to maximize customer value realization, satisfaction, and retention across your portfolio. Identify and address systemic improvement opportunities.
• Collaborate cross-functionally: Partner with Sales, Account Management, Product, Engineering, Support, and Executive teams to advocate for customer needs, share information openly, and drive continuous improvement in products and services.
• Achieve operational excellence: Monitor team performance metrics, manage resources effectively, and ensure adherence to best practices while encouraging innovation and simplification in all processes.
• Facilitate account expansion: Collaborate closely with Account Management to identify and pursue account growth and expansion opportunities, aligning with customer goals and delivering additional value.

What you bring

• At least 10 years of experience in Customer Success, Account Management, or related roles, with a minimum of 6 years in a leadership or managerial position, preferably within the HR-Tech or consumptive SaaS markets.
• Demonstrated ability to simplify and solve complex problems using critical thinking, creative approaches, and structure. Proficient in using data and analytics to solve problems, identify systemic issues, and drive performance improvements.
• Excellent written and verbal communication skills, able to articulate complex concepts clearly, adapt communication style to different audiences, including executive leaders.
• Known for candor, transparency, and treating everyone with respect. Work well with different backgrounds, identities, values, and cultures.
• Inspire others with drive for excellence, maintain a tenacious and optimistic attitude, and care deeply about winning and teammates.
• Ability to travel domestically up to 25% for customer engagements and team meetings.
• An A-player mindset with a strong bias for action: raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.