Executive Director, Enterprise Customer Success (Remote)

ASSA ABLOY Group; Austin (TX); Remote; USD 190,000 - 260,000; Full time

Benefits offered by this job

Discretionary bonus

401(k) plan

Education assistance

Job summary

SiteOwl, part of ASSA ABLOY Group, is seeking a Director of Customer Success in a true player-coach role in the Austin area. You will develop a high-performing CS team, manage top Enterprise accounts, and own NRR/GRR while shaping strategy with the leadership team.

Oversight of Support and cross-functional collaboration with Sales and Product are included. You'll build scalable CS processes, drive retention, and ensure fast, high-quality customer guidance, reporting to SiteOwl's General Manager.

Qualifications

• College/university degree or equivalent work experience.
• 8+ years in Customer Success or related client-facing function with leadership experience.
• Proven ability to improve NRR/GRR or similar metrics.
• Deep enterprise account management with executive relationships (VP/C-level).
• Track record building CS processes, playbooks, or operating cadences.
• Experience using AI tools to optimize CS processes.
• Experience owning or shaping the CS tech stack (CRM, health scoring, support desk, BI).
• Experience running a CS function with SLA design & escalation management.
• Strong executive presence for customer & board-level interactions.
• SaaS background; security/enterprise hardware exposure is a plus.

Responsibilities

• Lead and coach a team of Customer Success Managers and Support Specialists.
• Own executive relationships for a portfolio of Enterprise accounts.
• Set CS strategy, governance, and expansion plans with leadership.
• Oversee NRR/GRR targets and provide performance reporting.
• Design scalable CS processes across onboarding, adoption, renewal, and expansion.
• Collaborate with Sales on expansion and with Product on roadmap input.
• Manage CS technology stack and analytics, including CRM and health scores.
• Direct the Support function, including SLAs and escalation paths.
• Represent the voice of the customer in cross-functional planning.

Skills

Executive leadership

NRR/GRR ownership

Enterprise account management

CS processes & playbooks

SaaS & post-sale motion

Executive stakeholder management

People management & coaching

Cross-functional collaboration

Forecasting & analytics

Microsoft Office proficiency

Education

College/University degree, or equivalent work experience

Tools

Zoho

Zendesk

Domo

UserPilot

Job description

SiteOwl, part of ASSA ABLOY Group, is seeking a Director of Customer Success in a true player-coach role in the Austin area. You will develop a high-performing CS team, manage top Enterprise accounts, and own NRR/GRR while shaping strategy with the leadership team.

Oversight of Support and cross-functional collaboration with Sales and Product are included. You'll build scalable CS processes, drive retention, and ensure fast, high-quality customer guidance, reporting to SiteOwl's General Manager.