Director, Customer Success

Jobgether; United States; Remote; USD 150,000 - 230,000; Full time

Benefits offered by this job

Remote work in United States

Leadership role with growth potential

Impactful AI-native CS operating model

Job summary

Jobgether in the United States seeks a Director of Customer Success to lead onboarding, adoption, retention, and expansion for a fast-growing, AI-native CS function. You will build a high-performing team of CS managers, establish scalable processes across enterprise and mid-market accounts, and collaborate with Sales, Product, Engineering, and Support to drive measurable customer outcomes.

This player-coach role emphasizes ownership, innovation, and continuous improvement, leveraging AI to

Qualifications

• 10+ years in Customer Success or post-sale leadership within a B2B SaaS
• At least 5 years leading Customer Success teams
• Proven track record owning retention and expansion metrics (GRR/NRR) and scaling CS orgs
• Credibility with CISOs and security practitioners; strong SaaS, identity tech, APIs, integrations knowledge
• Hands-on AI in CS with measurable results (LLM workflows, health scoring)
• Data-driven with CS platforms, CRM, BI tools to guide decisions
• Strong executive presence and stakeholder management
• Experience leading remote teams across distributed environments
• Builder mindset to establish processes and navigate ambiguity
• Committed to continuous learning and coaching teams on evolving AI/security

Responsibilities

• Lead and develop the CS team: hire, coach, set goals, and foster accountability
• Design scalable operating models for enterprise and mid-market accounts
• Own GRR and NRR, drive product adoption and expansion
• Demonstrate customer value with measurable security outcomes
• Maintain executive relationships; lead business reviews with CISOs
• Coordinate with Support for escalations and coordinated responses
• Influence product roadmap with feedback and requests from customers
• Improve customer experience across lifecycle with time-to-value focus
• Embed AI fluency in hiring, onboarding, and daily engagement
• Maintain rigorous team metrics, forecasting, and reporting

Skills

Customer Success leadership

B2B SaaS

Executive engagement

Data-driven decisions

Remote team leadership

AI in CS

Education

Bachelor's degree in related field

Tools

Salesforce

Tableau

Job description

As Director, Customer Success, you will lead and scale the post-sale customer journey, from onboarding and adoption to retention and expansion.

You will build a high-performing Customer Success organization designed to deliver measurable customer outcomes while leveraging AI to increase efficiency and impact.

In this player-coach leadership role, you will develop a talented team of Customer Success Managers and establish scalable processes for enterprise and mid-market customers.

You will collaborate closely with Sales, Product, Engineering, and Support to strengthen customer relationships and influence product strategy.

By combining technical expertise, data-driven decision-making, and executive-level engagement, you will help customers maximize the value of advanced security solutions.

This is an opportunity to shape an AI-native Customer Success function in a fast-growing environment where ownership, innovation, and continuous improvement are essential.

Accountabilities

• Lead and develop the team: Hire, coach, and develop Customer Success Managers, establish clear performance goals and career paths, and foster a culture of accountability, ownership, and technical curiosity.


• Build scalable operating models: Design customer segmentation, coverage strategies, and handoff processes across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market accounts.


• Drive retention and expansion: Own gross revenue retention (GRR), net revenue retention (NRR), product adoption, and expansion across the customer base.


• Demonstrate customer value: Develop success plans tied to measurable security outcomes, including reduced shadow SaaS and shadow AI, faster remediation, and broader policy coverage.


• Strengthen executive relationships: Act as an executive sponsor and escalation point for strategic accounts, lead business reviews with CISOs and security leaders, and partner with Sales on renewals, expansion opportunities, and customer references.


• Coordinate cross-functional support: Work with Support to manage critical escalations and ensure customers receive coordinated responses and clear communication.


• Influence product development: Partner with Product and Engineering to translate customer feedback, integration requirements, and feature requests into roadmap priorities.


• Improve the customer experience: Monitor and enhance customer satisfaction, product adoption, and time to value throughout the customer lifecycle.


• Champion AI security capabilities: Develop expertise in AI Agent Security, AI Governance, and AI agent capabilities, coaching the team to help customers discover AI agents, establish governance policies, and respond to emerging risks.


• Maintain operational rigor: Own team metrics, forecasting, and executive reporting while continuously improving Customer Success systems, technology, and processes.


• Embed AI into team operations: Make AI fluency a core competency in hiring, onboarding, performance evaluation, and everyday customer engagement.

Requirements

• 10+ years of experience in Customer Success or post-sale leadership within a B2B SaaS company.


• At least 5 years of experience leading Customer Success teams.


• A demonstrated track record of owning retention and expansion metrics, including GRR and NRR, and building and scaling Customer Success organizations.


• The ability to establish credibility with CISOs and security practitioners, supported by a strong understanding of SaaS, identity technologies such as SSO, IAM, and OAuth, APIs, and integrations.


• Hands-on experience applying AI to Customer Success, including solutions such as LLM-powered workflows, predictive customer health scoring, or automated customer engagement, with measurable results.


• A data-driven mindset and experience using Customer Success platforms, CRM systems, and business intelligence tools to guide decisions and improve performance.


• Strong executive presence, communication, stakeholder management, and relationship-building skills.


• Experience leading and developing remote teams across a distributed work environment.


• A builder’s mindset, with the ability to establish processes, navigate ambiguity, and adapt quickly in a high-growth company.


• A commitment to continuous learning and the ability to coach teams through evolving AI and security technologies.

Benefits

• Remote work opportunity based in the United States.


• Full-time position with leadership responsibility and the opportunity to shape and scale the Customer Success function.


• The opportunity to build an AI-native operating model that improves customer value and team efficiency.


• Direct collaboration with senior leadership and cross-functional teams across Sales, Product, Engineering, and Support.


• The opportunity to influence customer strategy, product development, and the adoption of emerging AI security capabilities.


• Salary, bonus structure, equity, healthcare coverage, retirement benefits, and paid time off are not specified in the available job description.