Director, Customer Success

The Director of Customer Success will lead the Enterprise customer segment, oversee the Solution Consulting function, and own the delivery of outcomes that drive GRR, NRR, customer adoption, and value realization.

Requirements

• 7–10+ years of leadership experience in Customer Success or post-sales roles within B2B SaaS.
• Demonstrated success managing Enterprise customers with complex technical or organizational needs.
• Strong track record driving GRR, NRR, and expansion growth.
• Experience overseeing multiple functions (CSMs, Solution Consultants, Program Managers).
• Strong commercial and financial acumen.
• Deep understanding of customer value realization and SaaS customer lifecycle best practices.
• Experience building and operationalizing CS methodologies, playbooks, and processes.
• Excellent communication skills, including executive-level facilitation and negotiation.
• Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Benefits

• Flexible Time Off
• paid holidays
• parental leave program
• wellness stipends
• mental health support
• one-on-one nutrition coaching
• Continuous learning through 8am.edu
• leadership programs
• professional development funds
• individually focused talent development
• charitable matching gift program
• paid time off for volunteer service
• company-sponsored volunteer events
• Virtual and in-person team-building events
• quarterly award recognition through our Rise & Shine Award of Excellence Program
• peer-to-peer appreciation platform