Customer Success Director

About the role

The Customer Success Director (CSD) is a key position that drives the strategic direction, customer ROI, product adoption, growth, and expansion through proactive thought leadership and advocacy. This dynamic role requires frequent multitasking across management, technical, business, strategic, marketing, and planning activities. It is highly entrepreneurial, demanding decision-making, work ethic, and tenacity akin to an entrepreneur. The CSD drives results aligned with strategic business goals for assigned accounts and HireVue while serving as a hero for customers.

Responsibilities

• Own a portfolio of strategic and enterprise customers, accountable for retention, expansion, adoption, and long-term value realization.
• Proactively identify risk, opportunity, and whitespace, translating insights into actionable success plans.
• Act as a trusted advisor to senior customer leaders (VP, SVP, C-suite), guiding them through hiring transformation, talent acquisition strategy, and digital adoption.
• Facilitate high-impact executive business reviews, roadmap discussions, and value alignment conversations.
• Partner tightly with Sales and Renewals to drive expansion strategy, renewal outcomes, and commercial success across your portfolio.
• Translate HireVue usage into quantifiable business outcomes such as improved time-to-hire, candidate experience, quality of hire, and recruiter productivity.
• Orchestrate internal cross-functional teams (Product, Support, Marketing, Sales) to deliver seamless customer experiences.

Requirements

• 5+ years of experience in Customer Success, Consulting, Account Management, or Enterprise SaaS, with 3+ years supporting large, complex, enterprise customers.
• Proven ability to operate as a trusted advisor to senior executives (VP–C-suite), influencing business strategy, adoption, and change across complex organizations.
• Deep experience navigating matrixed, global enterprises with multiple stakeholders and competing priorities.
• Strong track record of driving measurable customer outcomes including product adoption, retention, expansion, and customer health.
• Comfortable owning both the customer relationship and the commercial outcome.
• Exceptional skills in prioritization, program management, and stakeholder communication across a large portfolio.
• Highly self-directed with the ability to identify risk, create action plans, and execute without heavy oversight.
• Experience working with Fortune 500 companies strongly preferred.
• Background in HR Tech, Talent, Recruiting, or Workforce Transformation highly desirable.
• Exposure to change management, digital transformation, or enterprise transformation initiatives a major advantage.

Benefits

• Flexible Paid Time Off
• Medical, Dental, Vision
• 12 Weeks Maternity & Adoption leave
• 401K match

Schedule

This is a work-from-home role. The individual must be able to work from home in an environment free from distractions for virtual video meetings. Occasional travel (up to 30%) is required to support customer meetings, attend trade shows, and other events, which may include overnight travel.

Core Values

All team members at HireVue are expected to embody the company’s core values, known as the H.E.A.R.T. of HireVue:

• Hero for our Customers
• Enjoy the Journey
• Always do the Right Thing
• Reach Forwards
• Take Action and Go

HireVue has implemented a BYOD (Bring Your Own Device) policy using Google User Enrollment to ensure personal apps and data remain separate from work-related data.