Director, Customer Success in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success based in United States.

This is a senior leadership opportunity for an experienced Customer Success professional ready to transform and scale an enterprise customer organization.
You will lead a team of Customer Success Managers while shaping the strategy, operating model, and commercial approach across a diverse customer portfolio.
The role combines executive relationship management, retention, expansion, strategic account planning, and hands-on commercial leadership.
You will personally engage in complex renewals, expansion opportunities, negotiations, and executive-level customer conversations.
A major focus will be building predictable processes, improving forecasting, and using AI and automation to strengthen customer insights and team productivity.
You will partner closely with Sales, Product, Engineering, and Technical Success to remove customer obstacles and influence broader business priorities.
This role is ideal for a hands-on leader who thrives in evolving environments and is motivated by building a scalable, high-performing Customer Success organization.

• Lead, coach, motivate, and develop the Customer Success team, establishing clear expectations and helping team members become more strategic and commercially effective customer leaders.
• Define and own the Customer Success strategy and operating model across multiple product lines, ensuring a consistent and high-quality customer experience.
• Provide executive-level oversight for the most strategic enterprise accounts, partnering with Customer Success Managers to strengthen relationships, resolve obstacles, and drive measurable customer value.
• Own renewal and expansion strategy across the customer portfolio, with accountability for retention, renewal performance, expansion ARR, and overall account growth.
• Personally lead or support complex enterprise renewals and expansion opportunities, including negotiations, pricing, value positioning, stakeholder alignment, contract strategy, and deal closure.
• Coach Customer Success Managers on commercial strategy, executive engagement, strategic account planning, negotiation, value selling, and expansion discovery.
• Build trusted relationships with VP and C-level customer stakeholders while helping account teams deepen and broaden executive relationships.
• Establish and manage strategic account plans, renewal and expansion forecasts, customer health practices, and operating cadences that improve visibility, accountability, and predictability.
• Leverage AI and automation to enhance customer insights, renewal forecasting, risk identification, expansion discovery, and team productivity.
• Serve as a senior escalation point for critical customer situations, helping teams navigate complex challenges while maintaining a customer-first approach.
• Partner with Technical Success, Product, Engineering, Sales, and other leadership teams to remove customer obstacles and represent the voice of the customer.
• Identify customer trends and translate insights into recommendations that influence product priorities, customer strategy, and broader business decisions.
• Develop scalable processes and operating models that improve retention and expansion as the enterprise customer base grows.
• Establish a predictable commercial motion supported by strong forecasting, value realization, executive engagement, and disciplined account planning.
• Drive measurable growth across strategic accounts through additional products, use cases, business units, geographies, or service lines.

• 8+ years of experience in Enterprise Customer Success, Strategic Account Management, Account Management, or a similarly customer- and commercially focused SaaS environment.
• Meaningful experience leading and developing Customer Success Managers, including coaching teams toward stronger executive relationships, strategic account management, and commercial outcomes.
• Significant experience owning or leading enterprise renewals and expansions, with a proven ability to personally negotiate and close complex renewal, upsell, and cross-sell opportunities.
• Strong commercial mindset with a demonstrated understanding of how customer advocacy and value realization connect to retention, expansion, and revenue performance.
• Proven ability to build trusted relationships with VP and C-level stakeholders within large, complex enterprise organizations, particularly accounts with $250K+ ARR.
• Strong strategic account planning capabilities, including stakeholder mapping, whitespace analysis, renewal risk assessment, value realization, and growth planning.
• Experience using AI-powered tools to improve customer insights, productivity, account strategy, forecasting, and decision-making.
• Genuine interest in using AI to rethink and improve traditional Customer Success workflows.
• Strong business acumen and ability to quickly understand customer operating models, industries, strategic priorities, and financial drivers.
• Comfortable working hands-on and directly contributing to customer relationships, commercial opportunities, team development, and organizational change.
• Ability to thrive in evolving environments and actively improve or transform processes rather than simply maintain established playbooks.
• Experience in field service, field service management software, or technology supporting distributed service organizations is strongly preferred.
• Experience with Salesforce or the broader Salesforce ecosystem is helpful, particularly experience with Salesforce-native products.
• Strong executive communication and presence, presentation, facilitation, negotiation, and stakeholder management skills.
• Strong analytical, problem-solving, organizational, and forecasting abilities.
• Working knowledge of SaaS metrics, enterprise software, Customer Success platforms, and customer lifecycle management.

• Base salary range of $135,000–$160,000 USD annually.
• Eligibility for an annual performance bonus.
• Comprehensive medical, dental, and vision coverage, with approximately 90% of premiums covered.
• Paid parental leave.
• 401(k) retirement plan with company matching.
• Company-sponsored life insurance.
• Short-term and long-term disability coverage.
• Flexible Paid Time Off (PTO).
• 9 company holidays.
• Flexible working schedule.
• Fully remote work for eligible employees permanently residing in the United States and registered states.
• Access to an office in Boston.
• Professional development reimbursement program.
• Wellness and adventure fund.
• Monthly personal Uber credits.
• Collaborative, casual, and supportive team environment.
• Opportunities for leadership growth, talent development, and professional advancement.
• Opportunity to influence Customer Success strategy and help scale an enterprise customer organization.
• Opportunity to work with modern AI and automation tools to improve customer engagement, forecasting, and productivity.