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 the United States.
This is a high-impact leadership role focused on shaping and scaling enterprise customer success for mission-critical software used in complex, real-world operations. You will own relationships with strategic accounts while building the frameworks, team structure, and processes that define how customer success operates at scale. Acting as both a player and coach in the early phase, you will directly manage key enterprise customers while leading a growing team of Strategic Customer Success Managers. The role requires a strong blend of executive-level relationship management, operational rigor, and consultative problem-solving. You will partner closely with Sales, Product, and Implementation teams to drive adoption, expansion, and long-term customer value. This is an opportunity to influence both customer outcomes and the evolution of a rapidly expanding SaaS platform.
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 the United States.
This is a high-impact leadership role focused on shaping and scaling enterprise customer success for mission-critical software used in complex, real-world operations. You will own relationships with strategic accounts while building the frameworks, team structure, and processes that define how customer success operates at scale. Acting as both a player and coach in the early phase, you will directly manage key enterprise customers while leading a growing team of Strategic Customer Success Managers. The role requires a strong blend of executive-level relationship management, operational rigor, and consultative problem-solving. You will partner closely with Sales, Product, and Implementation teams to drive adoption, expansion, and long-term customer value. This is an opportunity to influence both customer outcomes and the evolution of a rapidly expanding SaaS platform.
Accountabilities:
- Own and grow the enterprise and strategic customer portfolio, driving retention, expansion, and deep platform adoption across high-value accounts.
- Manage a personal book of strategic customers while also leading and mentoring a team of Customer Success Managers during the buildout phase.
- Act as senior escalation point for complex or high-risk customer situations, ensuring structured resolution and strong recovery outcomes.
- Build and operationalize scalable account management frameworks, executive business reviews, and customer health scoring systems.
- Partner with Sales to identify expansion opportunities and support multi-product adoption across customer organizations.
- Collaborate with Product, Support, and Implementation teams to translate customer needs into platform improvements and ensure value realization.
- Lead customer engagement across multi-stakeholder environments, including executives, operators, and operational teams.
- Drive renewal strategy for strategic accounts, including contract negotiations, risk mitigation, and long-term account planning.
- Oversee change management efforts for product updates, migrations, and platform enhancements to ensure smooth customer adoption.
- Represent the organization at industry events and partnerships to strengthen relationships and stay close to market needs.
- 10+ years of experience in Customer Success, Strategic Account Management, or Enterprise Sales within a SaaS environment.
- At least 3+ years in a leadership or team management role.
- Proven success managing and growing complex enterprise customer portfolios with measurable impact on retention and expansion.
- Experience building customer success programs, frameworks, or operating models from early-stage or evolving environments.
- Strong executive presence with the ability to engage confidently at C-level and senior operational stakeholders.
- Ability to navigate multi-product ecosystems, post-acquisition environments, or complex enterprise structures.
- Consultative, outcome-driven approach with strong business acumen and problem-solving skills.
- Proficiency with CRM and account planning tools (Salesforce experience preferred).
- Industry exposure to fleet, logistics, government services, or similar operational sectors is a plus but not required.
- Competitive executive-level compensation package
- Remote-first flexibility within the United States
- Opportunity to build and scale a customer success organization from the ground up
- Direct impact on enterprise growth strategy and customer experience
- Leadership visibility and close partnership with executive teams
- Exposure to mission-critical, high-impact enterprise customers
- Professional growth opportunities in a fast-scaling SaaS environment
- Comprehensive benefits package (healthcare, retirement, and wellness support depending on location and eligibility).