Senior Director, Enterprise Customer Success

Charter Communications; San Diego (CA); Remote; USD 71,000 - 183,000; Full time

Job summary

Charter Communications is seeking a Senior Manager of Customer Success to lead a team delivering strategic outcomes for enterprise customers within a complex technology environment. You will coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering to drive retention, expansion, and value realization.

The role requires strong executive communication, stakeholder management, and the ability to navigate multi-technology environments while aligning teams around customer

Qualifications

• Bachelor's degree in a related discipline with 8 years' experience (or equivalent combinations).
• 3+ years' experience in a management or leadership role.
• Experience in Customer Success, Client Services, Account Management, Consulting, or related customer-facing function within B2B technology or services.
• Demonstrated experience leading, coaching, and developing customer-facing teams.
• Proven ability to manage complex customer relationships and escalations.
• Strong executive communication and stakeholder management skills.
• Ability to lead across matrixed, cross-functional organizations.

Responsibilities

• Lead and develop a team of Customer Success professionals responsible for strategic and complex enterprise customer relationships.
• Establish clear expectations, performance standards, and operating rhythms across the CS team.
• Build team capability in outcome-based customer engagement, executive communication, value realization, risk management, and expansion identification.
• Provide ongoing coaching, feedback, and development while creating accountability for customer outcomes and portfolio performance.
• Foster a customer-first culture focused on accountability, proactive engagement, collaboration, and measurable business outcomes.
• Support workforce planning, talent development, and organizational needs as CS scales.
• Establish accountability across the team for ensuring customers realize business outcomes and value.
• Ensure consistent development and execution of Outcome-Based Success Plans tied to objectives and milestones.
• Guide CS Managers in connecting delivery, operations, and technology investments to customer outcomes.
• Maintain visibility into customer health, adoption, risks, and opportunities across the portfolio.
• Provide leadership across onboarding, adoption, renewal, and expansion for a portfolio of strategic customers.
• Lead and develop CS professionals responsible for navigating complex environments and multiple stakeholders.
• Execute lifecycle touchpoints: onboarding, success planning, reviews, renewal readiness.
• Monitor portfolio health and intervene for at-risk accounts.
• Mitigate issues and drive accountability for resolution.
• Lead executive-level customer conversations and critical escalations.

Skills

Executive communication

Stakeholder management

Relationship-building

Leadership

Cross-functional collaboration

Customer success

Education

Bachelor's degree

Master's degree

Ph.D.

Job description

Charter Communications is seeking a Senior Manager of Customer Success to lead a team delivering strategic outcomes for enterprise customers within a complex technology environment. You will coordinate across Sales, Delivery, Operations, Consulting, Support, and Engineering to drive retention, expansion, and value realization.

The role requires strong executive communication, stakeholder management, and the ability to navigate multi-technology environments while aligning teams around customer