Customer Success Director

Adaptive6•New York, NY

8d•Onsite

About The Position

Adaptive6 is seeking a Customer Success Director, based in the US, to manage post-sale relationships with their largest North American enterprise customers and to establish the US Customer Success practice. The primary goal is to ensure customers derive significant value from Adaptive6, leading to seamless renewals and natural expansion opportunities. This is a player-coach role where the individual will manage a portfolio of strategic accounts from kickoff to renewal and expansion, oversee the operational cadence for managing these accounts, and, as the team grows, hire and lead US-based Customer Success Managers.

Requirements

5+ years in Customer Success or strategic account management for enterprise B2B SaaS.
3+ years owning strategic accounts with $150K+ ACV or leading a CS team.
3+ years working with Cloud Infrastructure, FinOps, DevOps, platform engineering, CSPM, or observability personas.
Comfortable discussing topics like IAM roles, CloudFormation stacks, Kubernetes cost allocation, Terraform, or Azure federated identity.
Executive presence with VP and C-level sponsors, and ability to connect with engineers.
Proficiency in data analysis, including reading usage and savings dashboards, building custom views, and defending health scores.
Strong program management discipline for managing onboarding, escalations, and EBRs with clear status, owners, and dates.
Hands-on experience with the modern CS stack and daily use of AI assistants and agents.
Based in the US.
Willingness to travel approximately 25% for customer visits and industry events.

Nice To Haves

FinOps Certified Practitioner or hands-on FinOps experience within an enterprise.
Experience at a cloud cost, cloud security, or infrastructure platform company.
Experience with AI and LLM spend management (e.g., Bedrock, Azure OpenAI, Anthropic, Copilot) or MCP-based integrations.
Proven experience building an automation or agent that saved significant team hours.
Experience growing a CS function, including developing playbooks, health scoring, renewal processes, and hiring.

Responsibilities

Own a portfolio of strategic enterprise accounts end to end: onboarding, adoption, value realization, renewal and expansion.
Drive customer realization of savings quickly by agreeing on savings goals at kickoff and collaborating with customer engineering teams on remediation.
Build multi-threaded relationships with customer stakeholders, from FinOps leads and platform engineers to VPs of Cloud Engineering, CFO offices, and procurement.
Conduct quarterly executive business reviews that align Adaptive6's value with customer targets.
Lead the adoption of AI cost governance, including AI and LLM spend visibility, MCP and API usage, and integration with existing AI tools.
Manage enterprise security and compliance processes, including vendor questionnaires, SOC 2 and AI risk assessments, and IAM/permission reviews.
Act as the voice of the customer within Adaptive6 by filing and prioritizing customer requests with Product and R&D, managing escalations, and ensuring feedback loops are closed.
Run the operating cadence for account health, tier, and lifecycle stage, syncing with Sales, Solutions Engineering, and R&D, and identifying renewal risks and expansion signals.
Convert satisfied customers into public advocates through references, reviews, case studies, and conference talks, supported by NPS and CSAT programs.
Utilize and improve AI agents and assistants for Customer Success team automation, and develop new AI solutions.
Hire, onboard, and lead US-based Customer Success Managers as the customer base grows, and develop their playbooks.