Senior Director, Customer Success and Outcomes

Responsibilities

• Own the strategy, structure, and results of a 5–7 person CS team — including engagement models, success planning, and a scalable operating model grounded in the customer journey.
• Lead the evolution of CS by leveraging our tech stack and frameworks to free the team for the work that matters most; build leadership depth through mentorship, succession planning, and clear career paths.
• Drive a "CS AI" motion for SMB accounts that maximizes efficiency without sacrificing customer satisfaction.
• Direct execution of playbooks across our Solution Value Framework — covering adoption, risk mitigation, and expansion in complex Salesforce environments.
• Maintain early-warning systems for churn risk, enabling proactive retention at scale.
• Serve as the senior escalation point for high-impact customer issues.
• Drive operational rigor and consistency through Salesforce and CS tooling.
• Collaborate with Sales and Account Management on renewals, expansions, and strategic account growth.
• Collaborate with Marketing to generate customer advocacy, references, and case studies.
• Lead executive business reviews and cross-functional planning sessions.

Qualifications

• 8–12 years in Customer Success, Account Management, or post-sales leadership in B2B SaaS.
• 3+ years managing and scaling CS teams, with a track record of developing talent and leaders.
• Demonstrated ownership of GRR and net retention targets.
• Strong operational and analytical mindset; able to translate data into executive strategy.
• Experience supporting mid-market and enterprise customers through complex implementations.
• Relevant degree from a well-regarded college or university, MBA a plus.