Director of Enterprise Customer Success

This is a hands-on leadership role for someone who is equally comfortable in the boardroom, on a plane visiting customers, and deep in the details of renewal strategy and account health. You’ll partner closely with Sales, Product, and Leadership to ensure our enterprise customers realize measurable value and remain long-term strategic partners.

You’ll inherit and lead a growing team, while helping define what excellence looks like for enterprise customer engagement at scale.

What You’ll Do

• Own the enterprise customer success strategy and renewal motion for all strategic accounts, and shape the long-term vision for the enterprise customer journey as the company continues to scale
• Build strong executive relationships with enterprise customers through frequent onsite visits, QBRs, and ongoing strategic engagement
• Drive renewal outcomes across a rapidly growing enterprise customer base, ensuring strong retention and expansion performance
• Establish a proactive, scalable enterprise success playbook and operating cadence
• Lead from the front in high-stakes customer situations, including escalations, executive alignment, and renewal negotiations
• Partner cross-functionally with Sales, Product, Support, and Leadership to advocate for customer needs and drive long-term account success
• Coach and mentor a growing enterprise CS organization
• Create a high-touch customer engagement model that strengthens influence, trust, and adoption across executive stakeholders

What We’re Looking For

• 8+ years of experience in Customer Success, Account Management, or Strategic Partnerships within B2B SaaS
• Significant experience managing large enterprise accounts and complex renewals
• Proven track record owning and scaling enterprise customer success motions at reputable, high-growth technology companies
• Deep experience working directly with executive stakeholders and navigating complex organizations
• Commercially minded with strong instincts around renewals, expansion, and customer strategy
• Highly charismatic, relationship-oriented, and comfortable operating as the face of the company with customers
• Strong operator who can build process, accountability, and rigor while remaining deeply customer-facing
• Experience leading and developing high-performing Customer Success teams
• Comfortable with frequent travel and in-person customer engagement
• Thrives in fast-moving environments and enjoys building systems and processes from the ground up

This role will require at least 50% travel