Director, Customer Success

Ladders; United States; Remote; USD 150,000 - 180,000; Full time

Benefits offered by this job

Collaborative environment

Internal career opportunities

Market-leading company

Job summary

Ladders is seeking a Director of Customer Success to lead a high-performing team of 10-15 Technical Account Managers and drive retention, adoption, and long-term value for enterprise clients. This remote US-based role partners with customers and internal teams to strengthen executive relationships and improve outcomes.

You will own GRR outcomes, ensure TAMs have the data and tools needed for customer adoption, and build executive-level relationships.

Qualifications

• 10+ years in customer success, technical account management, or service delivery.
• 10+ years with Enterprise (Fortune 500) clients in CS or Service Management.
• 5+ years building high-performance remote teams.
• Strong executive presence with the ability to manage difficult conversations.

Responsibilities

• Lead and develop a team of 10-15 Technical Account Managers (TAMs).
• Own and track Gross Revenue Retention (GRR) outcomes for the TAM portfolio.
• Drive customer satisfaction (NPS) and lead action plans for improvement.
• Ensure TAMs have the tools and data needed for customer adoption and value realization.
• Build executive-level relationships with key customers.
• Manage client risks and communicate feedback to internal stakeholders.
• Oversee performance reporting and forecasting for key organizational KPIs.

Skills

Executive presence

Team leadership

Customer success strategy

Relationship management

Data-driven decision making

Stakeholder management

Education

Bachelor's degree in Business Information Systems

Tools

Genesys

Amazon Connect

Job description

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

In this role, you will lead a high-performing customer success function focused on driving retention, adoption, and long-term value realization for enterprise clients. You will partner closely with customers and internal teams to strengthen executive relationships, resolve risk, and improve measurable outcomes across the portfolio. This position also plays a key role in enabling a distributed team with the data, tools, and leadership needed to support customer health and growth.

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

Compensation: $150,000 – $180,000 annually

Responsibilities

• Lead and develop a team of 10-15 Technical Account Managers (TAMs)
• Own and track Gross Revenue Retention (GRR) outcomes for the TAM portfolio
• Drive customer satisfaction (NPS) and lead action plans for improvement
• Ensure TAMs have the tools and data needed for customer adoption and value realization
• Build executive-level relationships with key customers
• Manage client risks and communicate feedback to internal stakeholders
• Oversee performance reporting and forecasting for key organizational KPIs

Qualifications

• Bachelor's degree in Business Information Systems or related field, or equivalent experience
• 10+ years in customer success, technical account management, or service delivery
• 10+ years of experience with Enterprise (Fortune 500) clients in Customer Success or Service Management
• 5+ years with contact center or similar platforms, such as Genesys or Amazon Connect
• 3+ years in building high-performance remote teams
• Strong executive presence with the ability to manage difficult conversations
• Expertise in contact center operations and AI/automation adoption

Benefits

• Opportunity to work in a fast-paced, collaborative environment
• Access to internal career opportunities across various roles and locations
• Be part of a market-leading, innovative company that values growth and learning

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.