Director - Customer Success Engineering - IT

Role Overview:

We are looking for a Director - Customer Success to lead and scale our global customer success function. This role will be responsible for driving customer outcomes, retention, product adoption, and operational excellence across enterprise and high-growth customer segments.

The ideal candidate brings deep expertise in Customer Success, Support, and Quality functions within SaaS environments, along with strong leadership experience managing global teams and partnering with Product & Engineering.

Key Responsibilities:

- Lead and scale Customer Success, Customer Success Engineering, and/or Support functions across global markets

- Define and execute customer success strategy to improve retention, CSAT, NPS, and product adoption

- Build and manage high-performing teams across geographies

- Establish scalable processes for customer onboarding, lifecycle management, and success planning

- Drive incident, escalation, and governance frameworks to ensure customer trust and reliability

- Partner closely with Product, Engineering, and Sales to align customer feedback with roadmap priorities

- Implement data-driven decision-making using customer insights and analytics

- Improve operational maturity through quality frameworks, SLAs, and continuous improvement initiatives

- Own enterprise customer relationships and act as an executive sponsor when required

Required Skills & Qualifications:

- 8-15 years of experience in Customer Success / Customer Success Engineering / Product Support in SaaS or technology companies

- Proven experience leading global teams and scaling customer-facing functions

- Strong track record of improving customer retention, product reliability, CSAT, and NPS

- Experience in incident management, escalation governance, and service delivery frameworks

- Ability to collaborate with Product and Engineering teams to influence roadmap and product quality

- Strong analytical, problem-solving, and stakeholder management skills

- Excellent communication and executive presence

Preferred Qualifications:

- Experience in SaaS platforms, trust/identity, or enterprise software ecosystems

- Exposure to Customer Success Engineering and Product Quality functions

- Experience working in high-growth or scaling organizations

- Background in Product Management or Quality Assurance is a plus

What We Offer?

- Opportunity to lead and shape a critical function at a growing company

- High ownership and strategic impact

- Collaborative and innovation-driven culture

- Competitive compensation and leadership growth opportunities