Senior Director of Customer Success
Skills
AdoptionCareer DevelopmentCoachingConstructionContract Research OrganizationCustomer BaseExecutive Relationships
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 8+ years in Customer Success
- 4+ years leading CS teams at B2B SaaS companies
- Experience managing managers
- Experience running a multi-segment CS org
- Direct ownership of a retention number at a company between $10M-$50M ARR
- Track record of building repeatable process
- Experience with operating cadences
- Experience with forecast discipline
- Experience with onboarding programs
- Experience with QBR programs
- Executive presence
- High-ownership mindset
Nice to have
- Construction industry experience
- Vertical SaaS experience
Day to day
- Own the full post-sale organization across customer success and support, driving retention and expansion outcomes for a multi-segment B2B SaaS customer base.
- Lead and coach a team of CSMs and managers, developing career paths, strengthening the management layer, and scaling coverage models with disciplined operating cadences.
- Build executive-level customer relationships, partner cross-functionally with Sales Product and Finance, and improve workflows through tooling and AI adoption to increase revenue efficiency.