Director, Customer Success

Role overview

This leadership opportunity is for a Director of Customer Success based in the United States, supporting a partner company that handles all applications and hiring steps. The role centers on expanding and refining enterprise customer success for mission-critical software used in demanding real-world operations. You will be accountable for major strategic accounts while also creating the structure, workflows, and operating model needed to scale customer success effectively.

In this position, you will function as both an individual contributor and a team leader during the initial growth phase. That means directly overseeing high-value enterprise customers while also coaching and managing a team of Strategic Customer Success Managers. Success in the role calls for a strong combination of senior relationship management, disciplined execution, and consultative problem-solving. You will work closely with Sales, Product, Support, and Implementation teams to increase adoption, identify expansion opportunities, and strengthen long-term customer outcomes. This is a chance to shape customer success strategy while contributing to the growth of a fast-scaling SaaS business.

Accountabilities

• Take ownership of the enterprise and strategic account base, with responsibility for retention, upsell growth, and deeper product adoption across key customers.
• Maintain a direct portfolio of important strategic clients while also guiding and mentoring Customer Success Managers during the team buildout.
• Serve as the senior escalation contact for challenging or high-risk accounts, and drive organized resolution and recovery.
• Design and implement scalable account management processes, executive business reviews, and customer health scoring methods.
• Work with Sales to uncover expansion opportunities and encourage adoption of multiple products across customer organizations.
• Partner with Product, Support, and Implementation to convert customer feedback into product improvements and help customers realize value faster.
• Lead engagement with multiple stakeholder groups, including executives, operational leaders, and frontline teams.
• Own renewal planning for strategic customers, including negotiation support, risk reduction, and long-term account strategy.
• Coordinate change management for product releases, migrations, and platform upgrades to support smooth adoption.
• Represent the company at industry events and partnership activities to strengthen relationships and remain connected to market needs.

Requirements

• More than 10 years of experience in Customer Success, Strategic Account Management, or Enterprise Sales within a SaaS setting.
• At least 3 years of leadership or people management experience.
• Demonstrated success in managing complex enterprise accounts and improving retention and expansion metrics.
• Background in creating customer success programs, frameworks, or operating models in early-stage or changing environments.
• Strong executive presence with the ability to confidently work with C-level leaders and senior operational stakeholders.
• Capability to operate across multi-product environments, post-acquisition settings, or complex enterprise organizations.
• Consultative mindset focused on business outcomes, with strong problem-solving skills and commercial judgment.
• Working knowledge of CRM and account planning platforms; Salesforce experience is preferred.
• Experience in fleet, logistics, government services, or similar operational industries is an advantage but not mandatory.

Perks and benefits

• Competitive compensation suited to an executive-level role.
• Remote-first work setup anywhere within the United States.
• Chance to build and scale a customer success function from the ground up.
• Direct influence on enterprise growth strategy and overall customer experience.
• High visibility with leadership and close collaboration with executive teams.
• Opportunity to work with mission-critical enterprise customers.
• Strong career development prospects in a rapidly growing SaaS environment.
• Comprehensive benefits package, which may include healthcare, retirement, and wellness support depending on location and eligibility.

Additional information

This role is being advertised on behalf of a partner organization, which will review applications and manage the remaining hiring process.

The recruitment process uses an AI-assisted matching approach to help identify candidates whose experience best aligns with the role’s core needs. Applications are screened objectively and fairly, and a shortlist is then passed to the hiring company. Final decisions, interviews, and assessments are handled by the employer’s internal team.

Data privacy notice

By applying, you agree that your personal data may be processed to assess your candidacy and shared with the hiring employer as part of legitimate interest and pre-contractual hiring steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to this processing at any time.

Artificial intelligence tools may also be used to support parts of the recruitment workflow, such as resume review, response analysis, or spotting potential inconsistencies in application materials. These tools assist the recruitment team, but human review remains central and the final hiring decision is made by people.