Director, Customer Success

Reco•Wilmington, DE

About The Position

The Director, Customer Success owns Reco’s post-sale customer journey, including onboarding, adoption, renewals, and expansion. This leader will build Customer Success as an AI-native operation, using AI to increase customer value without scaling headcount linearly. Reporting to the SVP, Customer Success, the Director leads a team of Customer Success Managers in a player-coach role focused on building and scaling the function. The role combines team leadership, customer outcome ownership, cross-functional partnership, and operational rigor. The Director is responsible for retention and expansion, strategic customer relationships, and helping customers apply Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities. The position also owns team metrics, forecasting, reporting, and the effectiveness of the Customer Success technology stack and processes.

Requirements

10+ years in customer success or post-sale leadership at a B2B SaaS company, including 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, with experience building and measuring the applications.
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, ownership, and technical curiosity.
Design the coverage model, customer 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, adoption, and expansion across the customer base.
Build success plans tied to 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.
Build 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 and improve the Customer Success technology stack and processes.