Customer Success Director

Atlan; United States; Remote; USD 80,000 - 150,000; Full time

Job summary

An innovative firm is seeking a Customer Success Director to lead a high-performing team focused on maximizing customer value and retention. This role involves strategic account management, building strong relationships with stakeholders, and implementing process improvements to enhance customer success. With a deep understanding of the modern data stack, the ideal candidate will drive customer advocacy and ensure seamless onboarding and utilization of the platform. Join a fast-growing, fully remote company at the forefront of data collaboration, and help shape the future of how teams work with data.

Benefits

Ownership from Day One

Limitless Opportunities

Global Data Community

Learning Opportunities

Flexible Work Environment

Qualifications

• 10+ years in customer success or account management roles.
• 5+ years leading customer success teams with proven results.

Responsibilities

• Lead a team of Customer Success Managers to drive customer value.
• Oversee strategic account management and customer journey.

Skills

Customer Success Management

Account Management

Leadership

Analytical Skills

Communication Skills

Problem-Solving

SaaS Solutions

Data Management

Education

Bachelor's Degree

Master's Degree

Tools

Gainsight

Totango

Job description

Join to apply for the Customer Success Director role at Atlan

Data is at the core of modern business, yet many teams struggle with its overwhelming volume and complexity. At Atlan, we’re changing that. As the world’s first active metadata platform, we help organisations transform data chaos into clarity and seamless collaboration.

From Fortune 500 leaders to hyper-growth startups, from automotive innovators redefining mobility to healthcare organisations saving lives, and from Wall Street powerhouses to Silicon Valley trailblazers — we empower ambitious teams across industries to unlock the full potential of their data.

Recognised as leaders by Gartner and Forrester and backed by Insight Partners, Atlan is at the forefront of reimagining how humans and data work together. Joining us means becoming part of a movement to shape a future where data drives extraordinary outcomes.

Position Overview

As the Director of Customer Success for Major Accounts in the US, you will be a critical leader in driving customer value, retention, and expansion within our most strategic accounts. You will be responsible for building and leading a high-performing team of 8-10 post-sales professionals, fostering a customer-centric culture, and ensuring the successful adoption and utilization of the Atlan platform. This role demands a deep understanding of the modern data stack, strong leadership skills, and a proven track record of exceeding customer expectations.

What will you do?

1. Leadership & Team Management: Build, mentor, and manage a team of Customer Success Managers (CSMs) and potentially other post-sales roles, fostering a culture of collaboration, continuous improvement, and customer advocacy.
2. Strategic Account Management: Oversee the customer journey for major accounts, ensuring successful onboarding, adoption, and ongoing value realization of the Atlan platform. Develop and execute strategic account plans to drive customer retention, expansion, and advocacy.
3. Customer Advocacy: Serve as the voice of the customer within Atlan, providing feedback to product, engineering, and marketing teams to improve the platform and customer experience.
4. Performance Management: Define and track key performance indicators (KPIs) for the team, such as customer satisfaction (CSAT), net promoter score (NPS), retention rate, and expansion revenue. Implement strategies to improve performance and achieve targets.
5. Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the customer success organization.
6. Executive Engagement: Build and maintain strong relationships with executive stakeholders at major accounts, ensuring alignment on business goals and value realization.
7. Cross-functional Collaboration: Collaborate closely with sales, marketing, product, and engineering teams to ensure a seamless customer experience and drive product adoption.

What makes you a great match for us?

1. 10+ years of experience in customer success, account management, or related roles, with a focus on enterprise software or SaaS solutions.
2. 5+ years of experience leading and managing customer success teams, with a proven track record of building high-performing teams.
3. Deep understanding of the modern data stack and the challenges faced by data teams.
4. Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improve performance.
5. Excellent communication, presentation, and interpersonal skills, with the ability to build relationships with executive stakeholders.
6. Experience working with large, complex organizations and managing strategic accounts.
7. Experience with customer success platforms such as Gainsight or Totango.
8. Proven ability to drive customer retention, expansion, and advocacy.
9. Previous exposure to working in a fast paced, agile, start-up environment.

Why Atlan for You?

At Atlan, we believe the future belongs to the humans of data. From curing diseases to advancing space exploration, data teams are powering humanity's greatest achievements. Yet, working with data can be chaotic—our mission is to transform that experience. We're reimagining how data teams collaborate by building the home they deserve, enabling them to create winning data cultures and drive meaningful progress.

Joining Atlan Means

1. Ownership from Day One: Whether you're an intern or a full-time teammate, you’ll own impactful projects, chart your growth, and collaborate with some of the best minds in the industry.
2. Limitless Opportunities: At Atlan, your growth has no boundaries. If you’re ready to take initiative, the sky’s the limit.
3. A Global Data Community: We’re deeply embedded in the modern data stack, contributing to open-source projects, sponsoring meet-ups, and empowering team members to grow through conferences and learning opportunities.

As a fast-growing, fully remote company trusted by global leaders like Cisco, Nasdaq, and HubSpot, we’re creating a category-defining platform for data and AI governance. Backed by top investors, we’ve achieved 7X revenue growth in two years and are building a talented team spanning 15+ countries.

If you’re ready to do your life’s best work and help shape the future of data collaboration, join Atlan and become part of a mission to empower the humans of data to achieve more, together.

We are an equal opportunity employer

At Atlan, we’re committed to helping data teams do their lives’ best work. We believe that diversity and authenticity are the cornerstones of innovation, and by embracing varied perspectives and experiences, we can create a workplace where everyone thrives. Atlan is proud to be an equal opportunity employer and does not discriminate based on race, color, religion, national origin, age, disability, sex, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other characteristic protected by law.