[Remote] Director of Customer Success
Note: The job is a remote job and is open to candidates in USA. Confidential Jobs is seeking a dynamic and experienced Director of Customer Success to lead a team of Senior Customer Success Managers supporting a large portfolio of enterprise customers. This role focuses on driving customer retention, satisfaction, and expansion opportunities while overseeing strategic initiatives and operational excellence across the enterprise segment.
Responsibilities
- Lead, mentor, and develop a team of Senior Customer Success Managers supporting enterprise-level accounts
- Establish and reinforce best practices across the customer lifecycle to create consistency and operational excellence
- Coach team members across varying levels of experience and support career development initiatives
- Drive enterprise customer retention, adoption, and expansion strategies across a complex customer portfolio
- Serve as an executive sponsor and escalation point for high-value customer relationships
- Implement scalable processes and operational improvements that increase team efficiency and customer outcomes
- Lead strategic initiatives including customer migrations, onboarding improvements, product rollouts, and transformation efforts
- Own and drive key performance indicators (KPIs) including customer retention, product adoption, customer satisfaction, and revenue expansion metrics
- Utilize customer insights and data to proactively identify risks and opportunities within the customer base
- Guide teams and customers through organizational changes, product transitions, and evolving service models
- Lead customer integration efforts related to acquisitions, migrations, or portfolio changes while ensuring a seamless customer experience
Skills
- 5+ years of experience in Customer Success leadership within a SaaS, technology, or subscription-based business model
- Proven success leading enterprise Customer Success teams responsible for large, strategic customer portfolios
- Demonstrated ability to improve customer retention, expansion, and operational performance metrics
- Strong leadership, coaching, and team development experience
- Experience managing escalations and executive-level customer relationships
Company Overview