This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Success in the United States.
In this leadership role, you will shape and scale the post-sale customer journey for enterprise and mid-market clients within a fast-growing SaaS environment. You will be responsible for driving adoption, retention, expansion, and overall customer value across a complex portfolio. Acting as a key strategic partner to Sales, Product, Support, and Operations, you will translate customer needs into actionable growth and experience improvements. This role combines high-level strategy with hands-on execution, requiring strong operational discipline and leadership across a multi-tier Customer Success organization. You will design scalable programs, refine operating models, and leverage data and AI tools to improve customer outcomes and team efficiency. This is a high-impact position where your work directly influences revenue growth, customer satisfaction, and long-term partnerships.
Accountabilities
- Lead the overall Customer Success strategy, operating model, and execution for enterprise and mid-market customer segments, ensuring strong retention, adoption, and expansion outcomes.
- Manage, coach, and develop a multi-tier Customer Success organization, including managers and individual contributors, fostering high performance and career growth.
- Design and continuously improve scalable CS programs, including onboarding, lifecycle engagement, digital adoption, and renewal frameworks.
- Own customer health monitoring, forecasting, and risk mitigation strategies using data-driven insights and health scoring models.
- Partner cross-functionally with Sales, Product, Support, Operations, and Marketing to align customer journey execution and influence product roadmap priorities.
- Drive operational excellence by building standardized playbooks, workflows, and reporting systems across global teams.
- Leverage AI tools and CRM/CS platforms to improve efficiency, forecasting accuracy, and customer lifecycle outcomes.
Requirements:
- 8+ years of experience in B2B SaaS Customer Success or related post-sale leadership roles, including at least 4+ years managing managers or multi-layer CS teams.
- Proven success in building and scaling both high-touch and digital/scaled Customer Success motions.
- Strong experience designing CS operating models, playbooks, health scoring systems, and lifecycle strategies.
- Demonstrated ability to improve retention, net revenue retention, adoption, and expansion metrics in a SaaS environment.
- Excellent leadership, communication, and cross-functional collaboration skills.
- Strong analytical mindset with experience using data and AI-enabled tools to drive decision-making and team performance.
- Proficiency with CRM and Customer Success platforms such as Salesforce and tools like Gainsight, Planhat, ChurnZero, Totango, or similar.
- Ability to obtain and maintain a drone certification within the first 90 days if required for field-related activities.
Benefits:
- Annual base salary range: $170,000 – $230,000
- On-target earnings range: $200,000 – $272,000 including variable compensation
- Equity participation in the company’s long-term growth
- Flexible remote-first work environment with autonomy and schedule flexibility
- Comprehensive healthcare coverage and employee wellness support
- Paid family leave to support important life moments
- Flexible paid time off to encourage rest and work-life balance
- Career development programs and continuous learning opportunities
- Employee referral bonus program
- Culture focused on innovation, collaboration, and high-impact problem solving
- Support for drone certification and hands-on field capability development.
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!
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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