Senior Director of Customer Success

A company is looking for a Senior Director of Customer Success.

Key Responsibilities

Manage and mentor Customer Success Managers (CSMs) to enhance their performance and professional development

Implement strategies for customer retention and growth, including proactive engagement and risk mitigation

Optimize customer success operations and processes to improve efficiency and reporting accuracy

Required Qualifications

10+ years of experience in Customer Success or Account Management in the B2B SaaS sector, with at least 5 years in a management role

Proven leadership in scaling customer success organizations through structured processes and data-driven strategies

Experience in change management and driving performance improvements across teams

Strong commercial acumen with a focus on retention and expansion outcomes

Deep understanding of the Contact Center as a Service (CCaaS) environment is preferred