Senior Director of Customer Success

Responsibilities

• Enterprise and Financial Services Customer Leadership
• Lead CS strategy and execution for Enterprise (Majors) and Financial Services customers, ensuring consistent value delivery across highly complex, multi-stakeholder environments
• Guide customers through platform adoption, enterprise transformation, and long-term value roadmaps aligned to business and regulatory priorities
• In partnership with our VP of CS, serve as executive sponsor for top accounts, guiding strategy and value realization, championing long-term "art of the possible" platform vision, and actioning risk
• Renewal and Risk Accountability
• Drive the strategy and governance model for renewal and retention across Enterprise and Financial Services segments, ensuring forecast accuracy, visibility, and accountability at scale
• Design and institutionalize frameworks and processes for proactive risk detection, mitigation, and executive escalation, enabling early intervention and predictable outcomes
• Deliver on expansion performance through a scalable, value-based engagement strategy that aligns key stakeholders on measurable business outcomes
• Proactive, Outcome-based Engagement Model
• Operationalize our CS vision for a standardized, proactive, outcome-driven engagement model across Enterprise and Financial Services, ensuring consistent execution of Premium and Signature Experiences
• Champion Signature Experience with our largest, most complex customers; working in partnership with Sales leadership to develop and execute a joint strategy to achieve revenue targets
• Leverage partnerships with Solution Success, Digital Success, and CX to identify opportunities to scale value delivery while preserving high-touch where it matters most
• Strategic Sales Partnership and Alignment
• Serve as a trusted partner to Sales leadership (CRO, SVP Sales, Sales VPs) across Enterprise and Financial Services segments
• Co-own strategic Account Planning with Sales, aligning customer value priorities, forecasting methodology, renewal strategy, and expansion opportunities
• Lead and participate in joint executive QBRs, ensuring a unified narrative across Customer Success and Sales
• People Leadership and Operational Excellence
• Set the vision and lead a multi-layer Customer Success organization through strong people leadership, clear role accountability, and a culture of performance, growth, and customer impact
• Establish clear operating cadences for renewal forecast, customer health, adoption and risk management that drive clarity, predictability, and scale
• Ensure consistent use of customer insights and tooling to drive proactive engagement, data-driven accountability, and consistent delivery of Premium and Signature engagements

Requirements

• 12+ years of progressive experience in Enterprise Customer Success, Enterprise Account Management, or similar B2B SaaS leadership roles
• Experience in B2B SaaS enterprise environments
• Undergraduate degree or equivalent combination of education and experience in a related field
• 8+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
• Deep experience leading Customer Success strategy and execution for Enterprise and Financial Services customers operating in complex, regulated environments
• Proven success building and scaling multi-level Customer Success organizations supporting enterprise SaaS deployments, with clear retention, expansion, and adoption outcomes
• Strong track record of collaboration with Sales and Account leadership to drive joint account planning, forecast renewals, mitigate risk, and accelerate growth across large customer portfolios

Benefits

Additional Information

We are seeking a strategic, execution-oriented Senior Director of Customer Success (CS) to lead our Enterprise (Majors) and Financial Services Customer Success teams. This leader will be accountable for delivering proactive, outcome-based customer engagements across our most complex and strategic accounts while guiding enterprise transformation, strengthening executive partnerships, and driving predictable renewal outcomes. This role owns the renewal forecast, risk management, and value realization strategy across the portfolio, partnering closely with Sales leadership to accelerate growth and ensure predictable revenue performance. This leader will also be responsible for the execution of Signature Experience for Enterprise and Financial Services customers- acting as the primary stakeholder for the Americas customer base to ensure it is consistently delivered, clearly differentiated, and drives customer value, retention, and growth. The ideal candidate has deep experience leading high-performing teams, working with large enterprise organizations, enterprise business transformation, building trusted C-level relationships across business and IT, and serving as a trusted partner to Sales leadership in driving retention, expansion, and long-term account growth.

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