Lead the evolution of customer success at a high-growth technology company. In this role, you’ll shape the strategy and execution of the Customer Success function across the United States, ensuring enterprise clients achieve tangible business results using our platform. Your leadership will directly influence customer retention, product adoption, and revenue growth through expansion.
What You’ll Do
- Define and execute the US Customer Success strategy, focusing on retention, value realization, and customer growth
- Recruit, mentor, and manage a team of Customer Success professionals to deliver consistent, high-impact client outcomes
- Develop measurable frameworks for customer health, risk management, and lifecycle progression
- Drive executive-level engagement and oversee key account relationships
- Collaborate with Sales to identify and execute expansion opportunities
- Design and refine scalable processes for onboarding, adoption, and long-term success
- Partner with Product and Engineering to ensure customer feedback shapes roadmap priorities
- Work closely with Professional Services to ensure seamless transitions from implementation to ongoing value delivery
- Establish clear performance metrics including Net Revenue Retention, Gross Revenue Retention, and product adoption rates
- Act as the internal advocate for customer needs, surfacing trends and insights across the portfolio
What We’re Looking For
- 10+ years of leadership experience in Customer Success, Consulting, or enterprise SaaS environments
- Proven ability to build and scale high-performing teams in fast-growing organizations
- Strong track record of achieving high renewal rates and driving enterprise customer growth
- Experience managing complex client relationships and engaging at the executive level
- Deep familiarity with customer lifecycle models, adoption strategies, and success metrics
- Ability to lead cross-functionally with Sales, Product, and Engineering teams
- Excellent communication skills with the ability to influence stakeholders at all levels
