Senior Director, Customer Success

Skills

About the Role

You'll own the strategy and execution of our global customer success organization within our Corporates and Consulting business. As a senior leader, you'll build and lead a team of high-performing managers and individual contributors, partnering closely with Sales, Account Management, Product, and Marketing to drive measurable outcomes across the full customer lifecycle. You'll set the vision for how value is delivered across the Corporates and Consulting customer base and own the results, from adoption and advocacy to renewal and retention.

Requirements

• 10+ years in client-facing SaaS roles
• 4+ years leading managers or multi-tiered teams
• Proven track record of owning adoption outcomes at scale
• Experience owning and delivering against renewal/retention targets
• Strategic thinker who translates high-level business goals into executable team programs
• Exceptional executive communicator who can influence C-suite stakeholders
• Data-driven operator who builds systems and uses insights to improve performance
• Track record of building for scale in fast-paced, high-growth environments
• Preferably located in the ET or GMT timezones

Responsibilities

• Define and drive the overarching strategy for the global customer success organization for the Corporates and Consulting business
• Translate business objectives into team priorities, coverage models, and scalable programs
• Build, develop, and inspire a team of high performing reps and CS managers
• Create a culture of accountability, coaching, and continuous improvement across the organization
• Develop and execute strategies that deepen product adoption and accelerate time-to-value
• Turn customers into long-term advocates with emphasis on GenAI capabilities
• Take full ownership of the digital success program including day-to-day operations
• Hold accountability for renewal and retention outcomes across the customer base
• Partner with Sales and Account Management leadership to ensure right coverage and resource allocation across highest-value accounts
• Build and institutionalize scalable playbooks, frameworks, and data-driven practices
• Act as a senior voice for the customer across the organization
• Align with Product, Enablement, and Marketing on roadmap feedback, go-to-market motions, and customer-facing initiatives