Director of Customer Success

Responsibilities

• Lead the Customer Success organization for the Enterprise Solutions portfolio — owning value realization, outcomes end to end, and partner closely with BD, who owns NRR, GRR, and expansion, by providing account health, risk signal, and expansion readiness.Build and develop a senior consultative CS bench by hiring,…
• Manage senior managers leading segments, setting standards for what good looks like across the CSM’s — including QBR quality, growth planning, executive engagement, and renewal execution.
• Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination — ensuring the cross-org account team ( CS + Technical Account Managers (TAM’s) ) functions as one team to the retailer despite the functional ownership, with co-authored protocols and clean escalation paths.
• Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS from a feature-enablement function into a strategic business advisory function.
• Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle (not a document handoff) — ensuring CS is engaged early, named handoff criteria are met, and accounts transition cleanly into early-lifecycle growth ownership.
• Build a structured retailer-signal feedback loop into Product — using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes.

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