DescriptionWe are looking for a seasoned
Director of Customer Success - Enterprise to lead and scale our enterprise customer success function. This role is critical to ensuring our largest and most complex customers achieve rapid time to value, successful go-lives, strong adoption, and long-term success.
You will own the end-to-end enterprise customer journey-from onboarding through renewal-while building trusted executive relationships, driving execution excellence, and mentoring a high-performing Customer Success team.
This is a hands-on leadership role. You will combine strong people leadership with an execution mindset, dive into complex customer situations, and personally drive outcomes when needed.
Key Responsibilities- Lead and scale the Enterprise Customer Success function in a fast-growing SaaS environment.
- Own the delivery of complex enterprise onboarding and implementation projects, ensuring on-time, high-quality go-lives.
- Build and maintain trusted relationships with senior stakeholders and executives at customer organizations.
- Drive operational rigor and execution: clear plans, milestones, risk management, and accountability.
- Establish and enforce best practices, playbooks, and success frameworks for enterprise customers.
- Mentor, coach, and develop CSMs, helping them grow as trusted advisors and execution leaders.
- Partner closely with Sales, Product, and Support to ensure a seamless customer experience.
- Provide executive-level visibility into customer health, risks, escalations, and outcomes.
- Play an active role in retention, renewals, and expansion for enterprise accounts.
Requirements- 4+ years experience leading and mentoring CS or implementation teams.
- 8+ years of experience in Customer Success, Professional Services, Solutions Consulting, or Enterprise Implementations within B2B SaaS.
- Proven track record delivering complex enterprise onboarding projects.
- Strong technical understanding of SaaS platforms, integrations, APIs, data flows, and enterprise systems.
- Experience in revenue, billing or sales motions.
- Comfortable operating at both strategic and hands-on technical levels.
- Executive presence and confidence engaging with C-suite stakeholders.
- Execution-focused, pragmatic, and willing to "get your hands dirty".
