TensorOps is hiring a Director of Customer Success for the Americas (AMS) region. This leader will own retention and expansion for the region, leading a team of enterprise and commercial CSMs and Renewal Managers. You will execute the 2026 GTM strategy, elevate customer health, and deliver measurable outcomes that directly support GRR and NRR targets.
What You'll Do
- Mentor and grow teams of Customer Success Managers and Renewal Managers across enterprise and commercial segments.
- Establish a culture of accountability, coaching, and development.
- Own GRR and NRR for the AMS region, delivering improved adoption, renewals, and value realization.
- Guide customers to clear business outcomes, manage risk proactively, and oversee escalations.
- Bring rigor to forecasting, renewals, adoption scoring, and account coverage.
- Leverage Wrike, Salesforce, Clari, Tableau, and related tools to ensure accuracy and consistency.
- Build scalable processes for QBRs, Success Planning, and expansion plays by segment.
- Collaborate with Sales, Renewals, Product, Engineering, Marketing, and Enablement to drive account growth, forecast accuracy, product feedback, and customer adoption programs.
- Launch and oversee regional programs aligned with global strategy.
- Identify portfolio growth opportunities, shape coverage models, and act as a change agent in an evolving CS organization.
What We're Looking For
- 8+ years in Customer Success, Account Management, or Enterprise SaaS leadership.
- Proven ownership and achievement of targets tied to retention and expansion metrics at scale.
- Strong operational acuity: forecasting, playbooks, capacity models, adoption frameworks, success plans.
- Exceptional communication skills with the ability to influence at all levels.
- Comfortable in a fast-scaling, matrixed environment with tight alignment to Sales and Renewals.
- Deep customer empathy paired with a commercial mindset; you know how to protect and grow a book of business.
- Proficient with Salesforce, Clari, CS platforms, and data/analytics tooling.
Nice to Have
- Experience leading distributed teams and managing leaders.
- Experience with project management or work management software.
Technical Stack
- Salesforce
- Clari
- Tableau
- CS platforms
- Data/analytics tooling
Team & Environment
You will lead a team of Customer Success Managers and Renewal Managers and report directly to the Chief Customer Officer (CCO).
Benefits & Compensation
- Compensation range: $153,000 - $225,000 USD.
- Comprehensive medical, dental, and employer-paid vision insurance.
- Life insurance and employer-paid short- and long-term disability.
- 401(k) plan with employer match.
- FSA/HSA benefits.
- 18 weeks of parental leave for birth mothers and 4 weeks for non-birth parents.
- Flexible time off (FTO) policy.
- $500 Working-from-Home stipend.
- 11 paid holidays and 2 volunteer days.
Work Mode
This is a hybrid role supporting the Americas (AMS) region.
TensorOps is an equal opportunity employer.
