Role SummaryThe Director of Customer Success is a senior-level leader accountable for DataDome's global Customer Success Manager (CSM) organization. This role owns the strategies such as value realization, health, along with expansion-readiness, of DataDome's post-sale enterprise customer base worldwide - building a CSM function that scales with the business, drives measurable retention outcomes, and gives DataDome's largest customers a trusted executive-level relationship.
This is a build-and-run mandate: the seat exists both to stop preventable churn today and to design the CSM organization DataDome needs at scale. The role starts with direct ownership of CSMs and their book of business; the team's future structure will evolve with the business.
Reporting & ScopeReports to: Chief Customer Officer
Owns:- The global Customer Success Manager (CSM) function across all regions
- CSM segmentation, playbooks, QBR standards, and success-plan methodology
- CSM hiring plan and org design as headcount scales
Explicitly out of scope:- Technical Account Management (TAM) - reports through its own leadership line
- Technical Support Engineering (TSE) - reports through its own leadership line
- CX Operations - this role is a stakeholder and partner, not the owner
This role partners closely with TAM and Support leaders on shared accounts, escalation handoffs, and a single customer health view.
Key ResponsibilitiesRetention & churn- Own gross retention (GRR) and churn-prevention strategy for the CSM-managed book of business; carry a GRR target as a core metric
- Build and operationalize a customer health-scoring model that flags at-risk accounts ahead of renewal, with clear playbooks for save motions
- Run a structured renewal process with CSMs, including forecasting and escalation of at-risk logos to executive sponsors
Executive relationships- Personally own executive-level relationships on DataDome's top strategic and at-risk accounts
- Serve as the executive escalation point for enterprise customers when a CSM needs air cover
- Represent the voice of the customer to Product, Sales, and DataDome's executive leadership
Scaling the CSM organization- Design and evolve CSM segmentation (e.g., tech-touch vs. high-touch) as the customer base grows
- Build the CSM hiring plan, career ladder, and onboarding/enablement program
- Partner with CX leadership on the future shape of the CSM organization, including whether and when a management layer is warranted, as the team scales
- Establish CSM playbooks, QBR standards, and success-plan templates
- Partner on CS tooling with CX Operations
- Report retention, NRR/GRR, and account health metrics to executive leadership on a regular cadence
Requirements & Qualifications- 10-12+ years in Customer Success at a B2B SaaS company, including 7+ years of people-leadership experience directly managing CSMs. Prior experience managing managers is a plus but not required - this role has room to grow in scope as the organization evolves
- Proven ability to independently own and run a global, multi-region CSM organization, including in-region hiring and time-zone coverage planning
- Track record of directly moving gross retention/churn metrics - not just reporting on them
- Demonstrated experience scaling a CS org through a headcount growth phase: segmentation, hiring, and enablement
- Strong executive presence; comfortable as the escalation point with enterprise customer C-suite stakeholders
- Experience partnering with (without owning) adjacent post-sale functions such as technical support or technical account management
- Fluency with CS platforms (e.g., Gainsight, Catalyst, Totango) and CRM (Salesforce)
- Based in New York City (DataDome's hub for this role), with the ability to lead and regularly travel to a globally distributed team
Strongly preferred: experience in cybersecurity, fraud prevention, or another security/compliance-driven SaaS category, where buyers are technical and the sales cycle is trust-heavy.
Success Metrics - First 12 Months- Gross revenue retention (GRR) held at or above target for the CSM-managed book
- Churn reduced, or held below baseline, within the managed segment
- CSM segmentation, org structure, and hiring plan defined and operating
- Executive relationship coverage established across the top-N strategic accounts
- A CS health metric (CSAT, NPS, or equivalent) baselined and trending upward
Location & Work Arrangement- New York City-based (DataDome hub) - this is a global leadership seat, not a single-market book of business. 3 days/week onsite
- International travel expected to support regional CSM teams and executive visits with top strategic accounts across regions
Compensation- Location: New York, hybrid (our NY office is located in the heart of Soho)
- Base Salary: $180K - $200K
- Bonus: 15% bonus based on variable tied to retention
What's in it for you?- Flex Life: Hybrid and in-office options. Our new office is in the heart of Soho, with complimentary snacks, drinks and social events in one of the trendiest neighborhoods in Manhattan, plus a $500 WFH stipend to set up your ideal workspace.
- Generous Health Benefits: Comprehensive medical, dental, and vision coverage to keep you at your best.
- Professional Development: #Growth is part of our DNA, therefore we provide an annual stipend to invest in yourself.
- Events & Team building: Feel the #TeamSpirit both virtually & onsite, with several events and workshops planned throughout the year including two annual offsite events, summer & winter parties, lunch & learns, & much more.
- Perks: We prefer to adapt to what works best for you. Some prefer lunch on us, others prefer sports with friends, therefore we believe DataDomers should decide what works best for them.
- Parent Care: Gifts & care packages.
- PTO: 27 days + 13 national holidays.
- 401(k) eligibility + matching.
