Director, Global CS Service Provider

Kentik • New York City, NY

3d • Remote

About The Position

Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks. We are looking for a talented, passionate, and driven Director of Customer Success, Service Provider . In this role, you will lead a global team of Customer Success Managers dedicated to the Service Provider vertical within Kentik. You will be responsible for protecting and growing our full book of Service Provider business, ensuring that Kentik is the indispensable "system of insight" for the world’s largest networks.

Requirements

• Experience: 5+ years in a senior-level, client-facing leadership role (Customer Success, Account Management, or Professional Services) within the SaaS or Networking industry.
• Domain Expertise: An understanding of the Service Provider landscape
• Leadership Track Record: Proven experience managing and scaling global, remote-first teams. You are a "leader of leaders" who knows how to inspire and mentor.
• Operational Excellence: Experience defining and optimizing customer lifecycles, success playbooks, and health-scoring methodologies.
• Communication Mastery: The ability to articulate complex technical value (e.g., Synthetic Monitoring, Multi-Cloud Observability) in terms of business ROI for executive stakeholders.
• Data-Driven Mindset: Proficiency in using data to identify trends, predict churn, and demonstrate the quantifiable impact of Kentik on a customer's bottom line.
• Willingness to Travel: Passion for meeting customers where they are; ability to travel globally (up to 30%) to build in-person relationships and support strategic QBRs.

Responsibilities

• Global Retention Strategy: Develop and execute a comprehensive success strategy to drive Gross and Net Revenue Retention (GRR/NRR) across the global Service Provider portfolio.
• Team Leadership & Culture: Create, build, and foster a sense of high-performance culture across a globally distributed team. Mentor direct reports to become trusted advisors to the world’s top network engineers.
• Executive Relationship Management: Network effectively with customer executives at global ISPs, CDNs, & Neo-Cloud providers, developing strong professional relationships that transcend the tactical and focus on strategic business outcomes.
• Value Realization at Scale: Define and execute success processes that ensure Service Providers are maximizing Kentik for multiple desired outcomes such as peering optimization, DDoS defense, capacity planning, and AI-driven operations.
• Proactive Risk Mitigation: Manage customer expectations and orchestrate cross-functional resources (Engineering, Product, Sales) to resolve complex escalations with speed and transparency.
• Strategic Growth & Expansion: Partner with the Sales organization to identify and cultivate expansion opportunities, leveraging "Market Intelligence" to grow the Kentik footprint within existing accounts.
• Voice of the Service Provider: Act as a critical stakeholder for the Product team, translating the unique needs of backbone operators into actionable roadmap requirements.
• Global Operations: Work with the VP of Global Customer Success to define optimal team structures and resource allocation to support a 24/7 global customer base.
• Talent Acquisition: Recruit and onboard the industry’s best talent, leveraging your network to build a team of "network aficionados" who understand the language of BGP, Flow, and SDN.
• Customer Advocacy: Compile data and insights related to customer health and health scores to provide accurate forecasting of renewals and potential churn risks.

Benefits

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed