Director, Customer Success

Reco•Wilmington, DE

15h

About The Position

The Director, Customer Success owns Reco’s post-sale customer journey across onboarding, adoption, renewal, and expansion. This player-coach leadership role will build and scale an AI-native Customer Success function, using AI to increase customer value without scaling headcount linearly. The Director reports to the SVP, Customer Success, and leads a team of Customer Success Managers. The role is responsible for team development, customer outcomes, cross-functional coordination, and operational rigor. It includes guiding customers through Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities, while helping them address security outcomes such as reducing shadow SaaS and shadow AI, improving remediation time, and increasing policy coverage.

Requirements

10+ years in customer success or post-sale leadership at a B2B SaaS company.
5+ years leading customer success teams.
Track record of owning gross and net revenue retention (GRR and NRR) and building and scaling a Customer Success team.
Credibility with CISOs and security practitioners.
Technical depth in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations sufficient to lead technical conversations.
Hands-on experience applying AI to customer success, such as LLM-based workflows, predictive health scoring, or automated customer engagement; experience building and measuring these applications rather than only purchasing a tool.
Data-driven approach and comfort with customer success platforms, CRM, and BI tools.
Strong executive presence and communication skills.
Experience leading a remote team.
Builder’s mindset and comfort with the pace and ambiguity of a high-growth company.

Responsibilities

Hire, coach, and develop Customer Success Managers, establishing clear goals, career paths, and a culture of ownership and technical curiosity.
Design the customer coverage model, segmentation, and handoffs across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market customers.
Make AI fluency a core competency in team hiring, onboarding, and evaluation.
Own gross and net revenue retention, product adoption, and expansion across the customer base.
Build customer success plans tied to measurable security outcomes, including reduced shadow SaaS and shadow AI, faster remediation, and broader policy coverage.
Serve as executive sponsor and escalation point for strategic accounts, and lead business reviews with CISOs and security leaders.
Partner with Sales on renewals, expansion, and customer references.
Coordinate with Support on escalations to ensure customers with critical issues receive a coordinated response and clear communication from Customer Success.
Partner with Product and Engineering to bring customer feedback, integration needs, and feature requests into the roadmap.
Track and improve customer satisfaction, product adoption, and time to value.
Develop fluency in Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities, and coach the team to guide customers through agent discovery, governance policies, and response.
Own team metrics, forecasting, and reporting to the SVP and executive team; maintain effective Customer Success technology and processes.