Customer Success Director
About The Position
Adaptive6 is a Cloud and AI Cost Governance platform that helps engineering and FinOps teams manage enterprise spending through actionable intelligence and continuous cost optimization. The Customer Success Director, based in the US, owns post-sale relationships with the largest North American enterprise customers and builds Adaptive6’s US Customer Success practice. The role focuses on ensuring customers realize substantial value, renew, and expand. It is a player-coach position: the Director personally manages strategic accounts from kickoff through renewal and expansion, runs the operating cadence for the customer book, and hires and leads US-based Customer Success Managers as the team grows.
Requirements
- At least 5 years in Customer Success or strategic account management for enterprise B2B SaaS.
- At least 3 years owning strategic accounts with $150K+ ACV or leading a Customer Success team.
- At least 3 years working with Cloud Infrastructure, FinOps, DevOps, platform engineering, CSPM, or observability personas.
- Comfort discussing IAM roles, CloudFormation stacks, Kubernetes cost allocation, Terraform, or Azure federated identity.
- Executive presence with VP- and C-level sponsors, alongside the ability to work effectively with engineers.
- Ability to interpret usage and savings dashboards, build custom views, and defend customer health scores with data.
- Strong program management discipline, including running onboarding, escalations, and EBRs with written status, owners, and dates.
- Hands-on experience with the modern Customer Success technology stack and daily use of AI assistants and agents in work.
- Based in the US and willing to travel about 25% for customer visits and industry events.
Nice To Haves
- FinOps Certified Practitioner credential or hands-on enterprise FinOps experience.
- Experience at a cloud cost, cloud security, or infrastructure platform company.
- Experience managing AI and LLM spend, including Bedrock, Azure OpenAI, Anthropic, or Copilot, or experience with MCP-based integrations.
- Experience building an automation or agent that saved the team time, with demonstrable results.
- Experience growing a Customer Success function from a small team, including playbooks, health scoring, renewal processes, and hiring.
Responsibilities
- Own strategic enterprise accounts end to end, covering onboarding, adoption, value realization, renewal, and expansion.
- Agree on savings goals at kickoff and work with customer engineering teams to drive remediation and realize savings quickly.
- Build relationships across customer stakeholders, from FinOps leads and platform engineers to VP-level and C-level sponsors, and run quarterly executive business reviews tied to customers’ targets.
- Lead adoption of AI cost governance, including AI and LLM spend visibility, MCP and API usage, and connections to customers’ existing AI tools.
- Navigate enterprise security and compliance processes, including vendor questionnaires, SOC 2 and AI risk assessments, and IAM and permission reviews.
- Represent customer needs internally by prioritizing requests with Product and R&D, managing escalations with clear severity and ownership, closing the loop with customers, and sharing release notes.
- Run the customer operating cadence, including account health, tier and lifecycle stage, cross-functional syncs, renewal risks, and expansion signals.
- Develop customer advocacy through references, reviews, case studies, and conference talks, supported by NPS and CSAT programs.
- Use, improve, and build AI agents and assistants to automate Customer Success work.
- Hire, onboard, and lead US-based Customer Success Managers as the customer book grows, and create their playbooks.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
