Director, Customer Success Management

About the Role

This role will lead a high-impact team of Customer Success Managers focused on the organization's Enterprise and Strategic customer segments. This position will drive execution and strategic account management to ensure the largest customers achieve maximum value from the platform.

The individual will ensure their CSMs partner effectively with Renewal Managers and Account Executives to drive renewal readiness and commercial outcomes — modeling and coaching the cohesive account team approach that drives the best results for customers, and stepping in to support when needed. Above all, this role brings a people-first mindset — leading with high emotional intelligence, investing deeply in the team’s growth, and building the kind of trust that drives both employee and customer outcomes.

This role will work with leaders across Sales, Services, and Product to align on customer outcomes and serve as a senior voice of the customer, ensuring their success and long-term growth.

Key Responsibilities

• Drive Customer Value & Growth
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of the Customer Success team by developing and maintaining deep knowledge of the platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of the team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies the organization’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for the assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functional
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Required Qualifications

• 8+ years of experience in Customer Success, post-sales, or sales leadership in SaaS, with a focus on Enterprise or Strategic segments.
• 6+ years of direct client management experience with enterprise-level customers.
• Demonstrated ability to design, build, and scale global organizations and processes.
• Track record of owning retention and growth metrics, including experience partnering with renewal and sales teams on commercial execution.
• Experience building and modeling cohesive account team motions across CS, Sales, and Renewals.
• Proven executive leadership and decision-making capabilities with strong operational rigor.
• High emotional intelligence and a people-first leadership style — leading with empathy, building trust quickly, and bringing out the best in the people around you.
• Strong communication and storytelling skills, with the ability to influence internal stakeholders and engage with C-level executives.
• Deep familiarity with SaaS businesses, including metrics, challenges, and lifecycle dynamics.
• Experience working cross-functionally with Product, Sales, Services, and Marketing to deliver seamless customer outcomes.
• Experience with MEDDPICC or comparable sales methodologies and their application within a Customer Success context.
• Successful history of hiring, developing, and retaining world-class talent across leadership and frontline roles.
• Strong technical and product acumen, including experience with CRM platforms (Salesforce/Dynamics 365) and sales enablement technologies.
• Entrepreneurial mindset, adaptable to change, with a focus on solutions and opportunities.