Director, Commercial Customer Success (Remote)

AuditBoard

91d

About The Position

The Commercial and Scale Customer Success Director is responsible for leading strategy, programs, and teams that support a broad portfolio of commercial and mid-market customers. This leader drives scaled engagement models, digital programs, and partner motions to ensure customer adoption, value realization, and retention. The role requires balancing operational excellence with strategic vision to deliver consistent, high-impact customer experiences at scale.

Requirements

• 10+ years in Customer Success, Account Management, or related field, with at least 5 years in leadership roles.
• Proven experience managing commercial or mid-market customer segments at scale.
• Track record of building digital/scale CS programs and driving operational efficiencies.
• Experience leading distributed or global teams.
• Familiarity with partner-led success motions a plus.
• Audit, Risk and Compliance experience a plus.
• SaaS or technology industry experience strongly preferred.

Responsibilities

• Define and execute the customer success strategy for commercial and scale segments.
• Build and lead a high-performing team across named CSMs, pooled, and partner-led models.
• Partner with senior leadership to align on customer growth, retention, and expansion goals.
• Design scalable engagement models (partnering with digital experience team, pooled CSM coverage, webinars, communities).
• Ensure onboarding, adoption, and value realization across diverse customer portfolios.
• Establish frameworks for proactive risk management and churn reduction.
• Drive process standardization and automation to improve efficiency and consistency.
• Leverage data, telemetry, and health scoring to prioritize customer engagement.
• Develop and monitor KPIs across retention, product adoption, and customer satisfaction.
• Partner with Sales, Renewals, Marketing, Support, and Product to drive customer outcomes.
• Establish partner enablement and handoff processes for partner-led delivery.
• Provide customer insights to influence product roadmap and commercial strategy.
• Scale digital touch programs, including success content, campaigns, and communities.
• Pilot new approaches for automation, AI-driven engagement, and customer education.
• Continuously evolve the scale CS playbook for global consistency and regional fit.

Benefits

• Launch a career at one of the fastest-growing SaaS companies in North America!
• Live your best life (LYBL)! $200/mo for anything that enhances your life.
• Remote and hybrid work options, plus lunch in the Cerritos office.
• Comprehensive employee health coverage (all locations).
• 401K with match (US) or pension with match (UK).
• Competitive compensation & bonus program.
• Flexible Vacation (US exempt & CA) or 25 days (UK).
• Time off for your birthday & volunteering.
• Employee resource groups.
• Opportunities for team and company-wide get-togethers!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees