Director of Customer Success - Enterprise

Teramind

37d•Remote

About The Position

Teramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. With our comprehensive suite of solutions, organizations gain unprecedented visibility into user activities while enhancing security, optimizing productivity, and ensuring compliance. Trusted by Fortune 500 companies and businesses of all sizes across industries, our innovative platform helps organizations protect sensitive data, maximize workforce performance, and create safer, more efficient digital workplaces. Through real-time monitoring and advanced analytics, we enable businesses to safeguard their most sensitive information while optimizing employee productivity in both in-office and remote work environments. At Teramind, our values drive everything we do. We embrace innovation as a fundamental principle, constantly pushing boundaries to improve our products, streamline processes, and enhance customer experiences. We foster resourcefulness by empowering our team members with the autonomy and confidence to solve problems independently while providing collaborative support when needed. As a globally inclusive organization, we celebrate diversity and create an adaptable work culture where respect and collaboration thrive across our international teams. Above all, we are committed to excellence, delivering the highest quality in every aspect of our work and consistently exceeding expectations in service to our clients and each other. Teramind is seeking a highly experienced and results-driven Director of Customer Success to lead and inspire our team of Customer Success Managers dedicated to our largest and most complex clients. This role is ideal for a proven leader who thrives on developing talent, scaling operations, and ensuring the success and growth of our most valuable enterprise and strategic accounts. While this position is first and foremost a management role, the Director will be expected to contribute strategically to the overall direction of the Customer Success organization.

Requirements

5+ years of progressive experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment.
3+ years of experience directly managing and leading a team of Customer Success Managers, preferably focused on Enterprise or Strategic accounts.
Demonstrated success in driving NRR and managing expansion and renewal cycles with Enterprise customers.
Proven ability to operate at both a tactical management level (coaching CSMs) and a strategic Director level (defining processes and metrics).
Exceptional leadership, coaching, and mentoring skills.
Strong executive presence and communication skills, capable of presenting to C-level executives internally and externally.
Deep understanding of the drivers of customer lifetime value (LTV) and the core principles of Customer Success.
Data-driven approach to management, leveraging metrics to guide team priorities and decision-making.

Responsibilities

Direct Management: Lead, mentor, and coach a high-performing team of Enterprise and Strategic CSMs.
Performance Management: Define, monitor, and manage team performance against key metrics, including NRR, GDR, expansion revenue, and customer health scores.
Talent Development: Implement ongoing training, professional development programs, and career pathing to foster a culture of excellence and continuous improvement within the team.
Recruitment & Onboarding: Play a critical role in the recruitment, interviewing, and onboarding of new Enterprise and Strategic CSMs as the team scales.
Account Strategy Oversight: Partner with CSMs to develop and execute comprehensive success plans for each Enterprise and Strategic account, focusing on executive alignment, value realization, and risk mitigation.
Escalation Management: Serve as an executive point of contact and play an active role in managing high-profile customer escalations, ensuring swift and effective resolution.
Cross-Functional Alignment: Collaborate closely with Sales, Product, Marketing, and Support leadership to ensure a seamless and world-class customer experience from pre-sale through renewal and expansion.
Process Improvement: Identify and implement improvements to the Customer Success lifecycle for Enterprise accounts, focusing on efficiency, repeatability, and high-touch engagement models.
Tooling & Metrics: Work with CS Leadership and Operations to define necessary tooling, reporting, and customer health metrics relevant to the Enterprise segment.
Voice of the Customer: Systematically gather and communicate customer feedback and insights to Product and Engineering teams to influence the product roadmap and drive innovation.