Head of Enterprise Customer Success

Emploive; San Francisco (CA); Hybrid; USD 164,000 - 176,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid Parental Leave

Flexible Time Off (FTO)

Commuter benefits

Monthly wellness reimbursement

Hybrid Work Policy

Job summary

Dealpath is hiring a Director of Customer Success to lead and scale a high-performing CS organization responsible for retention, expansion, adoption, and customer satisfaction across enterprise and strategic accounts. You will manage a team of CS leaders and managers, establish scalable processes, and partner with Sales, Implementation, and Product to ensure customers realize measurable value.

The role blends strategic thinking with hands-on execution to build playbooks, metrics, and a scalable

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8+ years of experience in Customer Success, Account Management, Consulting, or similar roles in B2B SaaS (enterprise experience preferred).
• 3+ years of people management experience, including hiring, coaching, and performance management.
• Proven track record owning retention and growth outcomes (renewals, expansions, GRR/NRR).
• Strong executive presence and communication skills; ability to lead QBRs and escalations with senior stakeholders.
• Operational rigor: build repeatable processes, define success metrics, and drive accountability through data and cadence.
• Comfort partnering cross-functionally with Sales, Product, Implementation, and Support to drive outcomes end-to-end.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers and managers; hire, set goals, run 1:1s, manage performance.
• Own performance against metrics: GRR, NRR, renewals, expansion pipeline, adoption, and health.
• Drive enterprise renewal strategy and execution with account planning and stakeholder mapping.
• Identify risk early and lead executive-level escalation management to protect renewals.
• Define and operationalize the customer lifecycle: onboarding handoff, adoption milestones, value realization, ongoing success planning.
• Partner with customers to build success plans tied to outcomes, usage goals, and ROI.
• Ensure high-quality enablement and training that drive adoption across complex teams.
• Build and refine health scoring, dashboards, and cross-functional SLAs to drive visibility.
• Partner with Sales on expansion strategy and smooth account transitions; surface customer feedback to Product/Engineering to inform roadmaps.

Skills

Leadership

Strategic thinking

Data-driven

Cross-functional collaboration

Customer Success

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Totango

Job description

Dealpath is hiring a Director of Customer Success to lead and scale a high-performing CS organization responsible for retention, expansion, adoption, and customer satisfaction across enterprise and strategic accounts. You will manage a team of CS leaders and managers, establish scalable processes, and partner with Sales, Implementation, and Product to ensure customers realize measurable value.

The role blends strategic thinking with hands-on execution to build playbooks, metrics, and a scalable