Director, Customer Success - Strategic Accounts

Egnyte; Raleigh (NC); Remote; USD 150,000 - 175,000; Full time

Job summary

An innovative firm is seeking a dynamic Director of Customer Success to lead initiatives for high-value clients. This role emphasizes building strong partnerships, driving customer satisfaction, and implementing effective strategies for retention and growth. The ideal candidate will have extensive experience in managing complex relationships and a proven track record of delivering measurable outcomes. Join a team where your contributions will significantly impact customer success and overall business growth. This is an exciting opportunity to make a difference in a fast-paced, technology-driven environment.

Benefits

Competitive salaries and comprehensive benefits

Company equity

Flexible hours

Generous time off (RTO)

Paid holidays and sick time

401(k) Retirement Plan

Health Savings Account (HSA)

Paid Maternal, Paternal, and Adoption Leave

Gym, cell phone, and internet reimbursement

Free well-being apps

Qualifications

• 10+ years in Customer Success or Account Management with 5+ years in strategic accounts.
• Proven track record in customer retention and revenue growth.

Responsibilities

• Develop and execute customer success strategies for strategic accounts.
• Lead and mentor a high-performing Customer Success team.

Skills

Leadership

Customer Success Management

Problem-Solving

Communication

Interpersonal Skills

Critical Thinking

Education

Bachelor's degree in Business

MBA or equivalent experience

Tools

Gainsight

Totango

Salesforce

Job description

DIRECTOR, CUSTOMER SUCCESS - STRATEGIC ACCOUNTS
REMOTE, US; SPOKANE, WA; DRAPER, UT; RALEIGH, NC

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

Invested Relationships

Fiscal Prudence

Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

We are seeking a dynamic and experienced Director of Customer Success, Strategic Accounts to lead and scale our customer success initiatives for high-value, strategic clients. This role will focus on driving customer satisfaction, retention, and growth by delivering exceptional value and building strong, trusted partnerships. The ideal candidate is a proven leader with a track record of managing complex relationships, developing customer-centric strategies, and delivering measurable business outcomes.

WHAT YOU’LL DO:

• Leadership & Strategy:
  • Develop and execute a comprehensive customer success strategy tailored to strategic accounts, ensuring alignment with organizational goals.
  • Lead, mentor, and scale a high-performing Customer Success team focused on strategic accounts.
  • Drive operational excellence and continuous improvement across all processes and touchpoints.
• Customer Engagement & Value Delivery:
  • Serve as the executive sponsor for key strategic accounts, acting as a trusted advisor and escalation point.
  • Ensure customers achieve their desired outcomes through effective onboarding, adoption, and value realization.
  • Collaborate closely with Sales, Professional Services, and Product teams to deliver seamless customer experiences.
• Retention & Growth:
  • Proactively monitor account health, identify risks, and implement mitigation strategies to reduce churn.
  • Drive expansion opportunities, cross-sell, and upsell initiatives in partnership with Sales.
  • Develop customer success plans and success metrics to ensure measurable ROI for clients.
• Data-Driven Decision Making:
  • Analyze customer data, feedback, and usage trends to make informed decisions and optimize performance.

YOUR QUALIFICATIONS:

• Experience:
  • 10+ years of experience in Customer Success, Account Management, or related fields, with at least 5 years managing strategic or enterprise accounts.
  • Proven track record of driving customer retention, satisfaction, and revenue growth.
  • Experience managing and scaling high-performing teams in fast-paced, SaaS or technology-driven environments.
• Skills & Expertise:
  • Exceptional leadership and interpersonal skills with the ability to influence at all levels.
  • Strong problem-solving and critical-thinking abilities.
  • Excellent communication and presentation skills, with the ability to articulate complex concepts to executive stakeholders.
  • Proficiency in customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• Education:
  • Bachelor’s degree in Business, Management, or a related field. MBA or equivalent experience is a plus.

COMPENSATION:
Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $150k - $175k annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

BENEFITS:

• Competitive salaries and comprehensive benefits
• Company equity depending on role and level
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance.
• Paid holidays and sick time
• 401(k) Retirement Plan (Traditional and Roth)
• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Modern and collaborative offices located in Spokane, WA; Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered.
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more.
• Your own Egnyte account with lifetime access

EQUAL EMPLOYMENT OPPORTUNITY

Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:

At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Our recently launched global Egnyte Employee Communities (EECs) support representation and inclusion across our diverse workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.