Senior Director of Customer Success

Owning the entire post-sale organization, the full-time remote Senior Director of Customer Success will lead a team of 12 Customer Success Managers, focusing on gross and net revenue retention while developing management capabilities and scaling operations in a growing B2B SaaS environment. Key responsibilities Accountable for gross and net revenue retention across enterprise, mid-market, and SMB customers, including forecasting and retention planning Manage and develop a team of Customer Success Managers and support agents, including coaching managers and overseeing hiring processes Establish and maintain executive relationships with key enterprise customers while ensuring operational rigor through consistent review and onboarding processes Required qualifications 8+ years in Customer Success, with at least 4 years in leadership roles at B2B SaaS companies Experience managing managers and operating a multi-segment Customer Success organization Direct ownership of retention metrics for a company with $10M-$50M ARR Proven track record of building repeatable processes for operational cadences and customer engagement programs Strong executive presence with the ability to engage at all levels, from coaching to board presentations