Director, Customer Success

Swimlane•Quinte West, ON

1d•$210,000 - $240,000•Remote

About The Position

As the Director of Customer Success, you will lead and scale the Customer Success team to drive retention, account expansion, and long-term customer value across our security portfolio. In this role, you will guide a team of Customer Success Managers (CSMs) partnering directly with customer security teams to ensure successful deployment, continuous adoption, and measurable security outcomes. You'll collaborate internally, influence product decisions, and represent Swimlane at events. We also value your curiosity about our customers and their evolving needs, as it plays a vital role in delivering the maximum value from our products.

Requirements

8+ years of progressive experience in Customer Success, Account Management, or Professional Services within enterprise B2B SaaS.
3+ years in a direct people management/leadership role managing CS teams.
Proven experience in Cybersecurity, SecOps, Enterprise AI, or related field.
Demonstrated success holding NRR/GRR quota accountability for customer portfolios.
Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero, Gainsight, Totango, Planhat).
Strong expertise in analyzing dashboards and customer health metrics.
Strong analytical, communication, and executive-facing skills.
Ability to thrive in a fast-paced SaaS environment.
Strong understanding of how AI is shaping enterprise automation and customer workflows.
Demonstrated ability to engage and influence senior security stakeholders and communicate complex technical value propositions clearly.

Responsibilities

Oversee and coach a high-performing Customer Success team, fostering a culture of accountability, continuous learning, and customer advocacy.
Monitor and establish insight into key team KPIs — including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), CSAT/NPS- and report progress against goals to executive leadership.
Lead critical account mitigation plans for high-risk accounts, reducing at-risk ARR and improving time-to-resolution.
Build trusted relationships with industry security leaders.
Ensure customers achieve fast, measurable ROI, including reduced time-to-first-value and measurable improvement in customer security outcomes (e.g., faster mean-time-to-respond, automation adoption).
Partner closely with Sales to seamlessly manage the sales-to-delivery transition and drive CS-sourced and CS-influenced expansion pipeline and revenue.
Collaborate with Product and Engineering to synthesize customer insights, influence product roadmaps, and support rollout strategies.
Oversee and ensure the accuracy and execution of customer success plans CS platforms.
Improve CS processes through automation and AI-enabled workflows
Build and scale the CS team’s coverage model, balancing account load (ARR/Account Total per CSM) against portfolio growth.