Director of Customer Success

Stanton House; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

Stanton House is seeking a Director of Customer Success to lead a pod of four CSMs and engineers, overseeing 30–50 enterprise accounts in a cybersecurity SaaS environment. In this player-coach role, you will drive gross and net retention, manage executive relationships with security leaders, and integrate AI into CS workflows to improve health scoring and renewal forecasting.

The ideal candidate has 10+ years in enterprise CS or post-sales, strong leadership, and a track record of reducing churn

Qualifications

• Ten+ years in enterprise customer success, post-sales, or solutions architecture within a SaaS environment.
• Proven leadership of distributed teams and coaching of CS managers and engineers.
• Experience building and measuring customer success playbooks and managing executive relationships with Fortune 500 leaders.

Responsibilities

• Direct a pod of CS Managers and Engineers handling 30–50 enterprise accounts.
• Own executive relationships with security leaders and drive renewal forecasting and health scoring improvements.

Skills

Team leadership

Executive relationships

Customer success strategy

AI in CS workflows

Job description

The client is seeking a Director of Customer Success to lead one of its customer success pods within a venture-backed cybersecurity company. This platform integrates findings from various security tools, prioritizes them by business context, and leverages AI and workflow automation to route and verify fixes, allowing customers to retain their existing tools. The client serves large enterprise customers, including those in financial services and manufacturing, and is expanding its customer success organization following recent funding.

In this player-coach role, the Director will manage a pod consisting of approximately four Customer Success Managers and Engineers, with responsibility for a portfolio of 30 to 50 mid and large enterprise accounts. The Director will be accountable for both gross and net revenue retention, directly managing strategic accounts while coaching and developing the team. Key responsibilities include running executive relationships with security leaders, integrating AI into customer success workflows, improving operational processes such as health scoring and renewal forecasting, and ensuring customer feedback is effectively communicated to the product team.

The ideal candidate will have over ten years of experience in enterprise customer success, technical account management, or post-sales solutions architecture within a SaaS environment, preferably in cybersecurity or a related field, with a proven track record of managing teams and driving retention metrics. Experience building and measuring customer success playbooks, maintaining executive relationships with Fortune 500 security leaders, and hands-on use of AI in customer success workflows is essential. Additional experience in application security, vulnerability management, or exposure management, as well as familiarity with customer success platforms and leading geographically distributed teams, is considered advantageous.