Director of Enterprise Customer Success Management

You will lead and develop the Customer Success Management organization across enterprise and startup customers. You will own post-sales strategy, customer journeys, renewals, expansion, churn risk, customer communications, and executive reviews. You will build scalable playbooks, educate customers on product usage, advocate for customer needs internally, and partner across functions to improve customer outcomes.

Responsibilities

• Hire and develop the Customer Success Management team
• Forecast renewals, expansion, and churn risk across the book of business
• Oversee the customer journey from onboarding through production scaling
• Build strong customer relationships and understand business objectives
• Build playbooks and knowledge bases
• Own renewals and expansion opportunities for a book of business
• Become a product expert and educate customers on product usage
• Champion customer needs and influence the product roadmap
• Communicate product benefits and best practices to solve customer challenges
• Own customer-facing communications
• Partner cross-functionally to advocate for customer needs
• Develop and present periodic reviews to customer leadership

Requirements

• 10+ years of customer success, account management, or similar experience
• 5+ years of leadership experience
• Experience building and scaling customer-facing teams in a high-growth technology company
• Technical competency with software products and technical stakeholders
• Knowledge of customer success, negotiations, and procurement processes
• Proficiency with MEDDPICC, SPICED, and Command of Message
• Ability to establish trust with CxO leaders and software development practitioners
• Familiarity with software development practices, version control systems, Git, GitHub, CI/CD, VS Code, and Cursor
• Business fluency in spoken and written English
• Ability to travel about 25% of the time

Benefits

• Equity