Customer Success Director

Ladders; United States; Remote; USD 129,000 - 226,000; Full time

Job summary

Ladders is seeking a Customer Success Director to oversee a portfolio of enterprise customers from a fully remote US-based location. You will act as a strategic advisor focused on adoption, retention, and long-term value realization, while partnering with executives to align objectives with measurable outcomes.

In this role, you will drive solution adoption, lead executive reviews, and identify growth opportunities across functions to ensure a seamless customer lifecycle and high customer health.

Qualifications

• 10+ years in technology, consulting, or enterprise account management.
• Bachelor's degree in technology or business.
• Proven SaaS revenue growth and retention experience.
• Experience building relationships with C-level executives.

Responsibilities

• Advise on adoption, retention, and long-term value realization for enterprise customers.
• Lead executive business reviews to demonstrate progress and value delivery.
• Drive product adoption and utilization to improve retention.
• Identify expansion opportunities by aligning customer needs with product capabilities.
• Mitigate risks to improve customer health and reduce churn.
• Foster customer advocacy to elevate satisfaction and NPS.
• Collaborate with cross-functional teams for seamless lifecycle execution.
• Oversee a portfolio of enterprise customers as strategic advisor.

Skills

SaaS revenue growth

C-level relationships

Data analysis

Strategic thinking

Communication skills

Education

Bachelor's degree in technology or business

Tools

Salesforce

Gainsight

Job description

For our client, we are seeking a Customer Success Director to join the team of a leader in the Enterprise Technology space.

This role will oversee a portfolio of enterprise customers, serving as a strategic advisor focused on adoption, retention, and long-term value realization. You will partner closely with executive stakeholders to align customer objectives with measurable outcomes and ensure a consistent, high-quality customer experience. The position also plays a key role in identifying growth opportunities, mitigating risk, and collaborating across functions to support the full customer lifecycle.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $128,700 – $226,300 annually

Responsibilities

• Manage a portfolio of enterprise customers as a strategic advisor
• Develop and implement Customer Success Plans aligning objectives with KPIs
• Lead executive business reviews to track progress and value delivery
• Drive solution adoption and utilization to enhance retention
• Identify expansion opportunities by aligning customer needs with product capabilities
• Proactively mitigate risks to improve customer health and reduce churn
• Foster customer advocacy to elevate satisfaction and Net Promoter Scores
• Collaborate with cross-functional teams for seamless customer lifecycle execution

Qualifications

• 10+ years of experience in technology, consulting, or enterprise account management
• Bachelor's degree in technology or business
• Proven SaaS revenue growth and retention experience
• Experience building relationships with C-level executives
• Understanding of customer experience platforms and SaaS solutions
• Proficiency with CRM and customer success tools, such as Salesforce and Gainsight
• Advanced data analysis and presentation skills
• Strong communication and strategic thinking abilities

Benefits

• Medical, Dental, and Vision Insurance
• Telehealth coverage
• Flexible work schedules and remote work opportunities
• Career development and growth opportunities
• Open Time Off and 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.