Director of Customer Success at Jobgether – United States
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About This Position
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Success in the United States.
In this leadership role, you will shape and scale the post-sale customer journey for enterprise and mid-market clients within a fast-growing SaaS environment. You will be responsible for driving adoption, retention, expansion, and overall customer value across a complex portfolio. Acting as a key strategic partner to Sales, Product, Support, and Operations, you will translate customer needs into actionable growth and experience improvements. This role combines high-level strategy with hands-on execution, requiring strong operational discipline and leadership across a multi-tier Customer Success organization. You will design scalable programs, refine operating models, and leverage data and AI tools to improve customer outcomes and team efficiency. This is a high-impact position where your work directly influences revenue growth, customer satisfaction, and long-term partnerships.
- Lead the overall Customer Success strategy, operating model, and execution for enterprise and mid-market customer segments, ensuring strong retention, adoption, and expansion outcomes.
- Manage, coach, and develop a multi-tier Customer Success organization, including managers and individual contributors, fostering high performance and career growth.
- Design and continuously improve scalable CS programs, including onboarding, lifecycle engagement, digital adoption, and renewal frameworks.
- Own customer health monitoring, forecasting, and risk mitigation strategies using data-driven insights and health scoring models.
- Partner cross-functionally with Sales, Product, Support, Operations, and Marketing to align customer journey execution and influence product roadmap priorities.
- Drive operational excellence by building standardized playbooks, workflows, and reporting systems across global teams.
- Leverage AI tools and CRM/CS platforms to improve efficiency, forecasting accuracy, and customer lifecycle outcomes.
- 8+ years of experience in B2B SaaS Customer Success or related post-sale leadership roles, including at least 4+ years managing managers or multi-layer CS teams.
- Proven success in building and scaling both high-touch and digital/scaled Customer Success motions.
- Strong experience designing CS operating models, playbooks, health scoring systems, and lifecycle strategies.
- Demonstrated ability to improve retention, net revenue retention, adoption, and expansion metrics in a SaaS environment.
- Excellent leadership, communication, and cross-functional collaboration skills.
- Strong analytical mindset with experience using data and AI-enabled tools to drive decision-making and team performance.
- Proficiency with CRM and Customer Success platforms such as Salesforce and tools like Gainsight, Planhat, ChurnZero, Totango, or similar.
- Ability to obtain and maintain a drone certification within the first 90 days if required for field-related activities.
- Annual base salary range: $170,000 – $230,000
- On-target earnings range: $200,000 – $272,000 including variable compensation
- Equity participation in the company’s long-term growth
- Flexible remote-first work environment with autonomy and schedule flexibility
- Comprehensive healthcare coverage and employee wellness support
- Paid family leave to support important life moments
- Flexible paid time off to encourage rest and work-life balance
- Career development programs and continuous learning opportunities
- Employee referral bonus program
- Culture focused on innovation, collaboration, and high-impact problem solving
- Support for drone certification and hands-on field capability development.