Role Summary

We are hiring a Director Customer Success to own and scale Customer Success outcomes for the North America (NAM) region. This role is responsible for ensuring customers achieve measurable value through product adoption, driving retention and renewal readiness, influencing expansion, and building a scalable, data- driven Customer Success organization.

The role exists to prevent value drop- off post- purchase, proactively mitigate churn, and establish a consistent Customer Success motion that supports long- term revenue retention and customer advocacy. This leader will operate in close partnership with Sales, Product, Support, and Implementation, influencing outcomes without owning pricing or deal closure.

Key Responsibilities

Customer Outcomes & Revenue Retention

- Own customer adoption, health, and value realization across NAM accounts.

- Drive retention and renewal readiness, with strong influence over expansion signals.

- Proactively identify churn and adoption risks using usage data, health signals, and customer context.

- Lead strategic customer engagements including QBRs, success planning, and executive reviews.

Customer Success Operations & Execution

- Establish and maintain Customer Success playbooks, success plans, and operating rhythms.

- Define and run forecasting cadence, renewal hygiene, and customer health reviews.

- Own revenue forecasting, capacity planning, and headcount planning for CS- driven outcomes.

- Ensure high standards of documentation, transparency, and consistency across customer - engagements.

Cross- Functional Leadership

- Partner closely with Sales on renewals and expansion strategy for strategic accounts.

- Work cross- functionally with:

- Product, Engineering, and Design

- Support

- Delivery / Implementation

- Sales leadership

- Channel structured customer feedback into Product to influence prioritization and roadmap decisions.

- Act as a point of escalation for strategic accounts and high- impact customer situations.

Team Leadership & Scaling

- Lead and scale the NAM Customer Success team, including direct management of managers and/or senior ICs.

- Coach and develop the team, establishing clear performance expectations and leadership bench strength.

- Operate with a hands- on, servant leadership style, supporting execution when required.

- Build foundational processes while operating in early- stage and scaling environments (0- 10 and 10- 20 stage).

Requirements

Experience & Background

- Senior Customer Success leadership experience in a B2B SaaS company.

- Proven ownership or strong influence over:

- Net Revenue Retention (NRR)

- Gross Revenue Retention (GRR)

- Renewals and churn management

- Experience operating in startup to hypergrowth environments (0- 10 and 10- 20 stage).

- Strong forecasting, planning, and metrics orientation.

Leadership & Skills

- Demonstrated people management experience, including leading and scaling CS teams.

- Ability to operate hands- on while also setting strategic direction.

- Strong cross- functional collaboration skills without reliance on formal authority.

- Data- driven decision- making using usage signals, health scores, and customer insights.

- Comfortable handling escalations, strategic accounts, and executive- level conversations.

Tools & Operating Expectations

- Experience using CRM systems (e.g., Salesforce, HubSpot).

- Exposure to call intelligence and customer systems (e.g., Gong).

- Systems- thinking approach to Customer Success operations.