TensorOps is looking for a Director, Enterprise Customer Success to lead the team responsible for our most strategic customer segment. You will own the retention and growth of this $20MM+ Enterprise book of business, ensuring large, complex clients achieve measurable outcomes and identifying expansion opportunities.
What You'll Do
- Lead, mentor, and inspire a team of high-performing Enterprise Customer Success Managers, fostering a culture of accountability and data-driven decision-making.
- Manage team performance against KPIs such as Gross/Net Revenue Retention (GRR/NRR), customer health scores, and product adoption metrics.
- Drive the professional development of CSMs, coaching them on executive engagement, complex negotiation, and strategic account planning.
- Own enterprise CS capacity planning, including headcount planning, role design, and coverage models.
- Scale the team's processes and capacity to support future growth in the Enterprise segment.
- Serve as the executive-level point of contact for Enterprise customers, shaping long-term partnership strategies.
- Build and maintain trusted C-suite relationships to influence roadmaps, align on strategic priorities, and ensure renewal stability.
- Own executive-level risk escalation and intervention strategies for at-risk enterprise accounts.
- Own the Enterprise book of business for renewals and expansion; deliver against gross and net revenue retention targets.
- Set and drive the enterprise renewal strategy, ensuring early risk identification and disciplined execution.
- Identify, scope, and pursue upsell/cross-sell opportunities based on customer needs and market trends.
- Partner with Sales on the co-creation of account plans with clear commercial targets and growth paths.
- Lead executive business reviews that drive strategic alignment and unlock new revenue cycles.
- Establish and own the rigor of the renewal forecasting process for the Enterprise segment, providing reliable revenue projections.
- Leverage data-driven insights to forecast account health, renewal risk, and expansion potential.
- Build scalable processes that improve enterprise engagement, adoption, and maturity while minimizing churn drivers.
- Clearly articulate enterprise customer health, priorities, and value narratives to executive stakeholders.
- Collaborate with Product to represent the voice of the enterprise customer and influence roadmap priorities.
- Work with Marketing and Enablement to document and communicate enterprise success stories and proven value drivers.
- Partner extensively with Finance (FP&A) and RevOps to refine commercial models, renewal playbooks, and improve revenue projection accuracy.
What We're Looking For
- 10+ years of progressive experience in Customer Success, Account Management, or related roles, with a minimum of 3 years managing and mentoring a high-performing team.
- Proven track record of meeting or exceeding renewal and expansion revenue targets for a book of business exceeding $10MM.
- Strong commercial instincts with fluency in enterprise buying cycles, value frameworks, and negotiation strategies.
- Executive presence and the ability to communicate complex ideas to C-suite stakeholders in large-scale Enterprise organizations.
- Demonstrated ability to navigate large, matrixed organizations and influence without authority.
- Willingness to travel regularly to meet with key account stakeholders.
- Strong operational discipline and demonstrated experience owning revenue forecasting and renewal pipeline management.
Nice to Have
- Experience in K-12 EdTech or broader Enterprise SaaS/technology environments.
- Demonstrated experience partnering with RevOps and FP&A to improve forecasting models and renewal playbooks.
- Strong analytical skills with comfort in financial modeling, unit economics, and data-driven storytelling.
- Familiarity with customer lifecycle tooling (Gainsight, Salesforce, etc.) and integrating these tools with other revenue systems.
Team & Environment
You will lead a team of Enterprise Customer Success Managers (CSMs).
Benefits & Compensation
- Compensation: $125,000 - $150,000 + equity in the form of incentive stock options.
- Health & Wellness: Comprehensive medical benefits with employer contribution to premiums and to HSA accounts, pet insurance, and free access to the Calm app.
- Supporting ALL Families: Inclusive benefits including parental leave, fertility support, and adoption assistance.
- Financial Wellbeing: 401(k) plan with employer match.
- Time Off: Flexible PTO plus 10 company holidays and winter break (Dec 24th - Jan 1st).
- Professional Development: Annual learning and development allowance for external training, classes, workshops, and conferences.
- Make A Difference: Work that helps shape the future of education and improves the lives of students and teachers.
Work Mode
TensorOps is a fully remote company (global). We provide a monthly tech stipend to support work-from-home needs.
TensorOps is an equal opportunity employer.
