5+ years in Customer Success or strategic account management for enterprise B2B SaaS, including 3+ years owning strategic accounts ($150K+ ACV) or leading a CS team.
3+ years working with Cloud Infrastructure, FinOps, DevOps, platform engineering, CSPM or observability personas.
Executive presence with VP and C-level sponsors, and comfort with engineers.
Fluent in data: able to read usage and savings dashboards and defend health scores.
Program management discipline: adept at running onboarding, escalations, and EBRs with clear documentation.
Hands-on with modern CS stack and daily user of AI assistants.
Based in the US, willing to travel about 25% for customer visits and events.
Responsibilities
Own a portfolio of strategic enterprise accounts from onboarding to renewal and expansion.
Drive rapid realization of savings by collaborating with customer engineering teams.
Build multi-threaded relationships across customer organizations, from FinOps leads to VPs.
Lead the adoption of AI cost governance and connect existing AI tools for customers.
Navigate enterprise security and compliance processes effectively.
Act as the voice of the customer within Adaptive6, managing requests and escalations.
Run the operating cadence for account health, renewal risks, and expansion signals.
Transform satisfied customers into public advocates through references and case studies.
Utilize AI to automate Customer Success tasks and improve team efficiency.
Hire and lead US-based Customer Success Managers, developing operational playbooks.
Benefits
Opportunity to shape the US Customer Success practice from the ground up.
Engagement with high-profile enterprise clients and strategic accounts.
Access to cutting-edge AI tools and technology in daily operations.
Collaborative work environment with cross-functional teams.
Professional growth through leadership opportunities and team expansion.
Full Job Description
Description
We9re hiring a Customer Success Director, based in the US, to own the post-sale relationship with our largest North American enterprise customers and to build the US side of our Customer Success practice.
You own one outcome: customers who get so much value from Adaptive6 that renewals are seamless and expansion is the natural next step.
This is a player-coach role. You9ll personally own a portfolio of strategic accounts from kickoff through renewal and expansion, run the operating cadence we use to manage the book, and as we grow, hire and lead the Customer Success Managers who join you in the US.
What you9ll do
Own a portfolio of strategic enterprise accounts end to end: onboarding, adoption, value realization, renewal and expansion.
Get customers to realized savings fast: agree on savings goals at kickoff and drive remediation with the customer9s engineering teams.
Build multi-threaded relationships from the FinOps lead and platform engineers up to the VP of Cloud Engineering, the CFO office and procurement, and run quarterly executive business reviews that tie Adaptive6 to the customer9s own targets.
Lead adoption of AI cost governance: AI and LLM spend visibility, MCP and API usage, and connecting the AI tools customers already use. This is our fastest-growing expansion motion.
Navigate enterprise security and compliance: vendor questionnaires, SOC 2 and AI risk assessments, IAM and permission reviews. You know how to get a stalled security review moving.
Be the voice of the customer inside Adaptive6: file and prioritize customer requests with Product and R&D, run escalations with clear severity and ownership, close the loop with the customer, and make sure release notes reach them.
Run the operating cadence: per-account health, tier and lifecycle stage; sync with Sales, Solutions Engineering and R&D; renewal risk and expansion signals.
Turn happy customers into public proof: references, reviews, case studies and conference talks, backed by NPS and CSAT programs that tell us who is ready.
Build with AI: our CS team automates its own work with AI agents and assistants. You9ll use them daily, improve them, and build your own.
Hire, onboard and lead US-based Customer Success Managers as the book grows, and write the playbooks they run.
Requirements
5+ years in Customer Success or strategic account management for enterprise B2B SaaS, including 3+ years owning strategic accounts ($150K+ ACV) or leading a CS team.
3+ years working with Cloud Infrastructure, FinOps, DevOps, platform engineering, CSPM or observability personas. You9re comfortable in a conversation about IAM roles, CloudFormation stacks, Kubernetes cost allocation, Terraform or Azure federated identity.
Executive presence with VP and C-level sponsors, and equal comfort with the engineer who has to do the work.
Fluent in data: you read usage and savings dashboards, build your own views, and you never bring a customer a health score you can9t defend.
Program management discipline: you run onboarding, escalations and EBRs on a cadence, with written status, owners and dates.
Hands-on with the modern CS stack and a daily user of AI assistants and agents in your own work.
Based in the US, with willingness to travel about 25% for on-site customer visits and industry events.
Nice to have:
FinOps Certified Practitioner, or hands-on FinOps experience inside an enterprise.
Experience at a cloud cost, cloud security or infrastructure platform company.
Experience with AI and LLM spend management (Bedrock, Azure OpenAI, Anthropic, Copilot) or with MCP-based integrations.
You9ve built an automation or an agent that saved your team real hours, and you can show it.
Experience growing a CS function from a small team: playbooks, health scoring, renewal process, hiring.
