About the Role
The Senior Director will lead a high-performing team focused on customer retention, adoption, and expansion. This role requires shaping long-term strategies that improve customer health, reduce churn, and increase lifetime value across a diverse client base.
Responsibilities
- Lead the development and execution of customer success strategies
- Manage a team of regional customer success leaders
- Drive adoption and product utilization across customer accounts
- Monitor key customer health metrics and implement corrective actions
- Collaborate with product and sales teams to align on customer outcomes
- Identify expansion opportunities within existing accounts
- Oversee customer onboarding and ongoing engagement processes
- Develop frameworks for proactive customer risk mitigation
- Set performance goals and KPIs for the customer success organization
- Deliver executive-level business reviews for strategic clients
- Ensure consistent service delivery across global regions
- Advocate for customer feedback internally
- Optimize customer journey touchpoints
- Lead quarterly business planning for customer success initiatives
- Implement scalable processes to support growing customer base
- Manage budget and resource allocation for the team
- Foster a data-driven culture focused on customer outcomes
- Partner with support and technical teams to resolve complex issues
- Drive renewal strategies to minimize churn
- Mentor and develop direct reports
- Evaluate and integrate new customer success technologies
- Represent customer insights in executive forums
- Ensure compliance with service level agreements
- Lead post-implementation adoption campaigns
- Coordinate with marketing on customer reference programs
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility based on location
Team
Part of the global Customer Success leadership team
Why This Role Matters
This position shapes how customers experience the platform long after purchase. The leader in this role ensures clients not only stay but thrive, turning satisfaction into measurable growth and loyalty.
Our Commitment to Inclusion
We believe diverse perspectives improve outcomes. We actively foster an environment where all team members can contribute authentically and advance equitably.
Available for qualified candidates
