Director, Customer Success (Enterprise)

This role will support revenue growth through customer focus, relationship development, and disciplined commercial execution. You will collaborate with sales, customer, product, and operational partners to identify opportunities, solve problems, and improve outcomes. The position offers the opportunity to strengthen market execution, customer relationships, and measurable business results within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Lead a team of Enterprise CSMs to ensure the Enterprise segment's NRR outcomes are met
• Accountable for post-sale success including retention, expansion pipeline generation, and forecasting accuracy
• Partner with Enterprise Sales and other functions to optimize collaboration and account strategies
• Drive performance through structured coaching, development plans, and clear performance standards
• Design and scale engagement models and methodologies to enhance team performance
• Champion the use and integration of AI in customer success operations
• Serve as a senior escalation owner for high-stakes customer issues

Qualifications

• 10+ years in Customer Success or strategic post-sale roles in SaaS, demonstrating ownership of NRR and expansion outcomes
• 10+ years of experience managing teams, specifically in leading and developing CSMs
• Proven experience leading Enterprise-focused CS teams through complex renewals and stakeholder engagement
• Familiarity with CS operating frameworks and their connection to NRR performance
• Strong proficiency in Gainsight and Salesforce for managing team performance and customer health
• Preferred background in cybersecurity and identity security, with the company user experience as an advantage

Benefits

• Generous health and dental benefits
• 401k/RRSP participation
• Paid time off
• Equity grants
• Immediate participation in benefits programs
• Inclusive culture fostering professional development

Pay

$168,000 – $252,000 annually