Senior Director, Customer Success

About the role

This role directly influences Safe's revenue growth, customer retention, and long-term customer value. By aligning cross-functional teams and embedding customer-centric practices, the Sr. Director ensures a seamless customer experience and strengthens Safe's position as a trusted partner to its customers.

Responsibilities

• As a Sr. Director Customer Success, you will:
• Build, lead, and scale the Customer Success organization, including hiring and developing Strategic CSMs across regions
• Own and execute net revenue retention and expansion strategy across the customer lifecycle
• Drive onboarding, adoption, renewal, and expansion initiatives tied to measurable customer outcomes
• Ensure all strategic accounts maintain active Mutual Success Plans aligned to business objectives
• Foster a high-performance, customer-focused culture grounded in trust, accountability, and outcomes
• Develop leadership bench strength through coaching, succession planning, and talent development
• Continue to refine operating models, performance expectations, and success metrics across teams and customer segments
• Define and manage KPIs, operating cadence, and reporting frameworks to provide visibility into Customer Success performance
• Collaborate with RevOps to implement scalable systems, tools, and data models (e.g., health scoring, lifecycle tracking, CSQLs)
• Leverage customer usage, health, and financial data to proactively manage risk and identify growth opportunities
• Partner with Sales on account strategy, renewal motions, and expansion opportunities
• Continuously evolve Customer Success strategies to align with business growth and market changes
• Act as the executive voice of the customer, influencing product roadmap, support strategy, and go-to-market priorities
• Partner cross-functionally with Sales, Product, Marketing, Support, and Finance to deliver a cohesive customer experience
• Break down silos and ensure alignment across teams to improve customer outcomes
• Manage executive-level escalations with clarity, urgency, and professionalism
• Champion change management initiatives and foster a culture of continuous learning and improvement
• Qualifications, Skills, and Competencies
• Safers come from a variety of backgrounds with a diversity in skills and knowledge. That said, we find that those who are most successful in this role have experience with the following areas.
• Required skills:
• Bachelor's degree in Business, Technology, or a related field (or equivalent experience)
• 8+ years of experience in Customer Success, Account Management, Professional Services, or post-sales leadership within enterprise SaaS
• 5+ years of experience leading and scaling multi-layered, distributed teams.
• Experience leading Customer Success in complex, technical SaaS environments with a strong focus on adoption, value realization, and expansion.
• Demonstrated success driving net revenue retention, customer adoption, and expansion revenue
• Experience building or transforming Customer Success functions, including processes, metrics, and systems
• Experience with Customer Success platforms and CRM systems (e.g., HubSpot)
• Strong understanding of customer lifecycle management, health scoring, and revenue metrics (NRR, CSQLs, adoption)
• Familiarity with data integration, analytics, or technically complex SaaS products (e.g., ETL, automation platforms)
• Executive-level communication and stakeholder management
• Cross-functional leadership and collaboration
• Strong coaching, mentorship, and team development capabilities
• Operational and strategic planning expertise
• What You Can Expect
• When you choose a career with Safe Software, you're also choosing...
• Meaningful Work: Make a profound impact across our business, workplace and data integration product.
• A Supportive Environment: Feel empowered to share your ideas and implement them with high autonomy and team support.
• Social Responsibility: Become part of a team that finds meaningful ways to give back . Take paid time off to volunteer for one of our Safe-organized opportunities that align with our core community in

Benefits

Additional Information

The Senior Director of Customer Success is responsible for defining and leading Safe Software's North American post-sales strategy, ensuring customers achieve measurable outcomes while driving expansion revenue and strong net revenue retention. This role builds and scales a proactive Customer Success organization that transforms customer engagement into a predictable growth engine. We have an immediate opening and are excited to find the right candidate to join our team. Key Goals: Establish and scale a high-performing Customer Success organization across North America Drive net revenue retention and expansion through customer lifecycle excellence Embed a proactive, outcome-driven customer engagement model Build systems, processes, and metrics that enable predictable growth and visibility Serve as the executive voice of the customer across product and go-to-market strategy

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