Senior Director, Customer Success

Responsibilities

• Lead and develop the Enterprise Customer Success team across AMER, including multiple levels of leadership (Directors and Managers).
• Drive customer retention, satisfaction, and expansion across a large, complex enterprise customer base.
• Establish and execute the Enterprise Customer Success strategy, ensuring alignment with company goals and operational excellence. This includes further refining our segmented motions within Enterprise, including for government and Strategics/Majors customers.
• Partner cross-functionally with Sales, Renewals
• Support, and Product to ensure seamless customer experiences and maximize lifetime value.
• Build and maintain executive relationships with strategic customers to understand business objectives and guide long-term success. Take an active, customer-facing role in escalations and customer issue resolution where needed.
• Implement scalable success planning, executive business reviews, and value realization frameworks tailored to enterprise customers.
• Use data-driven insights to improve customer health, forecast retention risk, and guide proactive engagement.
• Coach and mentor CS leaders to build high-performing teams that deliver measurable impact and operate with accountability.
• Represent the customer voice across the organization, influencing product direction and go-to-market priorities.

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