Remote Director, Customer Success & Enterprise Growth

ASSA ABLOY Global Solutions; Austin (TX); Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

401(k) plan

Education assistance

Discretionary bonus

Job summary

SiteOwl, part of ASSA ABLOY, seeks a Director of Customer Success in a remote-capable role based in the United States. You will lead a team of Customer Success Managers and Support Specialists, own enterprise relationships, and drive NRR/GRR, CS processes, and strategic initiatives with cross-functional partners.

You will sit on the leadership team, shaping post-sale strategy, and ensuring fast, high-quality guidance to large customers while scaling the CS function.

Qualifications

• Bachelor’s degree or equivalent experience.
• 8+ years in Customer Success or related client-facing role with leadership responsibility.
• Proven track record owning NRR/GRR metrics.
• Deep enterprise account management with executive-level relationships.
• Experience building and improving CS processes and playbooks.
• Experience using AI tools to optimize CS processes.
• Experience with CS tech stack (CRM, health scoring, support desk, analytics).

Responsibilities

• Direct and develop a team of Customer Success Managers and Support Specialists.
• Own executive relationships for top Enterprise accounts.
• Lead business reviews, governance forums, and expansion conversations.
• Set CS strategy and annual/quarterly plans with leadership.
• Oversee the Support function, including SLAs and escalation paths.
• Partner with Sales on expansion and Product on roadmap input.
• Own forecasting, health-scoring, and early-warning processes.

Skills

Leadership

Enterprise CS

NRR/GRR ownership

CS process improvement

AI in CS

CS tech stack

Executive relationship mgmt

Customer advocacy

Education

College/University degree

Tools

Zoho

Zendesk

Domo

UserPilot

Job description

SiteOwl, part of ASSA ABLOY, seeks a Director of Customer Success in a remote-capable role based in the United States. You will lead a team of Customer Success Managers and Support Specialists, own enterprise relationships, and drive NRR/GRR, CS processes, and strategic initiatives with cross-functional partners.

You will sit on the leadership team, shaping post-sale strategy, and ensuring fast, high-quality guidance to large customers while scaling the CS function.