Director of Customer Success - Americas

DataSnipper•New York, NY

1d•$230,000 - $280,000•Hybrid

About The Position

As Director of Customer Success - Americas at DataSnipper, you lead the regional Customer Success organization responsible for adoption, retention, customer value, and team performance across the Americas. You are accountable for turning DataSnipper into measurable business impact across Mid-Market, Enterprise, audit, and non-audit customer segments, while building the leadership system that allows managers and CSMs to execute consistently at scale. You operate as a second-line leader: managing Customer Success Managers, raising the bar for Senior ICs, and translating company strategy into a practical regional operating rhythm. Over the next 6–12 months, this role will be central to helping the Americas CS organization scale adoption of DataSnipper’s agentic platform, connect implementation to durable customer value, and align the business to the rapid evolution of AI adoption among frontier accounting firms in the US. You also represent the Americas voice in CS and Company leadership. You bring insight from customers, managers, portfolio data, implementation learnings, and market signals into company-level conversations. You act as a pulse on where the market is moving and what customers are asking for next, partnering closely with Sales, Product, RevOps, Solutions Engineering, Enablement, and GTM leadership to improve how DataSnipper serves customers across the region. About DataSnipper Audit and finance are still massively manual and we are changing that. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms. Now, we are taking things further with our Excel Agent, bringing AI directly into where the work actually happens. Unlike generic AI tools, we do not sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability. We are not just applying AI, we are redefining how audit gets done. If you want to build something category-defining at scale, this is the place.

Requirements

8+ years in Customer Success, Account Management, Professional Services, Implementation, or a related customer-facing function in B2B SaaS, with 4+ years in CS leadership and meaningful experience managing managers.
Second-Line Leadership: You have led managers before, or operated at a level where you coached leaders, inspected team performance through others, and influenced outcomes across multiple teams or segments.
Customer Success Operating Depth: You understand the full CS motion: onboarding, implementation, adoption, health management, risk mitigation, Strategic Business Reviews, renewals, expansion support, executive engagement, and voice of customer.
Regional and Commercial Ownership: You know how to run a regional business within a global CS organization. You understand how CS contributes to retention, expansion, and long-term customer value, and you partner effectively with Sales and Account Management without blurring ownership.
AI and Agentic Platform Adoption Leadership: You understand how AI-enabled workflows change customer expectations, adoption patterns, and value realization. You can help teams connect agentic platform capabilities to customer outcomes, coach through adoption friction, and translate market movement into internal action.
Data-Driven Executive Judgment: You use product data, health signals, forecast movement, customer sentiment, portfolio trends, implementation milestones, manager insight, and market signals to make decisions and influence company-level priorities.
Manager Coaching and Talent Development: You help managers improve their teams through clear expectations, inspection rhythms, feedback, prioritization, and accountability. You can hire, onboard, coach, and retain strong CS talent while identifying future leaders.
Cross-Functional Influence and Communication: You build strong partnerships with Sales, Product, RevOps, Solutions Engineering, Enablement, and GTM leaders. You communicate clearly, make tradeoffs visible, summarize risk without drama, and turn customer patterns into actionable internal insight.
Process, Scale, and Adaptability: You build repeatable systems without overcomplicating the work. You know when to standardize, when to adapt, and when to simplify, and you help teams stay focused through change.

Nice To Haves

Audit, Finance, or Data Automation Exposure: Experience with audit, accounting, finance, AI adoption, or workflow automation customers is a strong plus, especially where you have supported enterprise adoption, change management, or AI-enabled transformation.

Responsibilities

Lead the Americas CS Business: Own regional CS performance across adoption, retention, customer health, value realization, manager effectiveness, and team execution. Translate global CS priorities, including the agentic platform transition, into a clear operating rhythm for the region.
Manage and Develop Managers: Lead Customer Success Managers with clarity, accountability, and coaching. Help them inspect portfolio health, raise team standards, develop CSMs, and make strong calls on risk, prioritization, escalation, and change management.
Drive Customer Outcomes at Scale: Ensure CSMs deliver trusted advisory, product adoption, value discovery, Strategic Business Reviews, account health management, ROI communication, and strong portfolio hygiene across segments. Make sure implementation and first-90-day adoption motions create durable value and clean handoffs into long-term Customer Success.
Lead Renewal Risk and Executive Engagement: Partner with Sales, Account Management, RevOps, and CS leadership to maintain forecast discipline, surface material risks early, and engage senior customer stakeholders when regional importance, risk, or opportunity requires it.
Operationalize CS Strategy and Culture: Turn global CS initiatives into repeatable regional practices around account planning, customer health, manager coaching, escalation management, adoption measurement, and performance tracking while reinforcing a high-accountability, customer-first culture.
Represent the Americas Market Voice: Bring clear regional insight to CS and Company leadership, including how frontier accounting firms in the US are evolving their expectations around AI and agentic workflows. Use data, customer examples, manager feedback, implementation learnings, and market signals to influence product, GTM, resourcing, process, and prioritization.
Partner Cross-Functionally with Impact: Work with Sales, Product, Solutions Engineering, RevOps, Marketing, and Enablement to remove blockers, share customer intelligence, improve adoption and implementation motions, and ensure the Americas voice of customer is visible in company-level decisions.