Director, Customer Success

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

Benefits offered by this job

Career opportunities

Global team culture

Learning & growth

Job summary

Ladders is seeking a Director, Customer Success to own post-sale relationships for large enterprise accounts, guiding adoption, real value realization, and long-term growth across a global customer base. This role is remote for US-based candidates.

You will partner with senior client executives to shape success plans, lead Executive Business Reviews, and strengthen retention while driving expansion through cloud migration and AI initiatives across the portfolio.

Qualifications

• 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS.
• 5+ years of experience with CXone or similar platforms such as Genesys, Five9, or Talkdesk.
• Proven success managing large, strategic enterprise clients with global footprints.
• Bachelor's degree in Business, IT, or a related field; MBA preferred.

Responsibilities

• Build strong relationships with senior client executives, acting as a strategic partner.
• Champion the full post-sale customer lifecycle, with a focus on value realization.
• Conduct Executive Business Reviews (EBRs) and establish measurable success plans.
• Maintain high customer satisfaction and loyalty through proactive engagement.
• Drive Net Revenue Retention growth through upsell, cross-sell, and renewal strategies.
• Lead customer transformation initiatives by promoting AI feature adoption.
• Develop and execute strategic account plans with clear goals and timelines.

Skills

Strategic account management

Customer Success

SaaS expertise

Executive relationship management

Education

Bachelor's degree

MBA preferred

Tools

CXone

Genesys

Five9

Talkdesk

Job description

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

This leader will own strategic post-sale relationships for large enterprise accounts, guiding customers through adoption, value realization, and long-term growth. The role will partner closely with senior client executives to shape success plans, lead executive reviews, and strengthen retention across a global customer base. In addition, this person will help drive expansion by advancing cloud migration, AI adoption, and other transformation initiatives within the company's customer portfolio.

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

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

Responsibilities

• Build strong relationships with senior client executives, acting as a strategic partner
• Champion the full post-sale customer lifecycle, with a focus on value realization
• Conduct Executive Business Reviews (EBRs) and establish measurable success plans
• Maintain high customer satisfaction and loyalty through proactive engagement
• Drive Net Revenue Retention growth through upsell, cross-sell, and renewal strategies
• Lead customer transformation initiatives by promoting AI feature adoption
• Develop and execute strategic account plans with clear goals and timelines

Qualifications

• Bachelor's degree in Business, IT, or a related field required; MBA preferred
• 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS
• 5+ years of experience with CXone or similar platforms such as Genesys, Five9, or Talkdesk
• Proven success managing large, strategic enterprise clients with global footprints
• Expertise in contact center operations, cloud migration, and AI/automation adoption

Benefits

• Opportunity to work in a fast-paced, collaborative, and creative environment
• Internal career opportunities across multiple roles and locations
• Be part of a global company with a strong team culture
• Chance to learn and grow daily in a leading organization

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.