Senior Director of Customer Success to lead, evolve, and scale our Mid-Market CS organization. Reporting to the Chief Customer Officer, you'll own end-to-end customer success strategy - segmentation, engagement models, and success planning - while playing a central role in shaping the customer experience at scale.
You'll also be at the forefront of how we apply AI: building an agentic CS motion that drives real focus, efficiency, and customer impact. This means reinventing how a high-performing team operates, not just automating what already exists.
In close partnership with Sales, Product, Professional Services, and Support, you'll ensure customers achieve measurable outcomes - directly driving gross and net revenue retention. This is a rare opportunity to build durable foundations for scale at a company that sits at the heart of the modern revenue stack.
Hybrid: Two in-office days per week (Santa Clara)
ResponsibilitiesStrategic Leadership
- Own the strategy, structure, and results of a 5-7 person CS team - including engagement models, success planning, and a scalable operating model grounded in the customer journey.
- Lead the evolution of CS by leveraging our tech stack and frameworks to free the team for the work that matters most; build leadership depth through mentorship, succession planning, and clear career paths.
- Drive a "CS AI" motion for SMB accounts that maximizes efficiency without sacrificing customer satisfaction.
Execution & Delivery
- Direct execution of playbooks across our Solution Value Framework - covering adoption, risk mitigation, and expansion in complex Salesforce environments.
- Maintain early-warning systems for churn risk, enabling proactive retention at scale.
- Serve as the senior escalation point for high-impact customer issues.
- Drive operational rigor and consistency through Salesforce and CS tooling.
Collaboration & Influence
- Act as the primary voice of the customer, shaping Product roadmap and Engineering priorities from frontline insights.
- Partner with Sales and Account Management on renewals, expansions, and strategic account growth.
- Collaborate with Marketing to generate customer advocacy, references, and case studies.
- Lead executive business reviews and cross-functional planning sessions.
Metrics & Outcomes
- Own and deliver gross revenue retention targets for the Mid-Market CS organization.
- Ensure customers achieve measurable outcomes tied to revenue efficiency, pipeline conversion, and GTM alignment.
- Define, track, and report on adoption, engagement, customer health, time-to-value, and CSAT.
QualificationsRequired
- 8-12 years in Customer Success, Account Management, or post-sales leadership in B2B SaaS.
- 3+ years managing and scaling CS teams, with a track record of developing talent and leaders.
- Demonstrated ownership of GRR and net retention targets.
- Strong operational and analytical mindset; able to translate data into executive strategy.
- Experience supporting mid-market and enterprise customers through complex implementations.
- Relevant degree from a well-regarded college or university, MBA a plus
Preferred
- Experience scaling CS from mid-market to enterprise in a high-growth environment.
- Technical familiarity with Salesforce-native platforms or RevOps/GTM infrastructure.
- Background in RevOps, Sales Ops, Marketing Ops, or revenue intelligence.
- Comfort aligning CS motions with both sales-led and product-led growth models.
