Director of Customer Success

DataDome•New York, NY

8d•$180,000 - $200,000•Hybrid

About The Position

The Director of Customer Success is a senior-level leader accountable for DataDome’s global Customer Success Manager (CSM) organization. The role owns strategies for value realization, customer health, and expansion-readiness across the global post-sale enterprise customer base. It is responsible for building a CSM function that scales with the business, delivers measurable retention outcomes, and provides DataDome’s largest customers with trusted executive-level relationships. This is a build-and-run role focused both on preventing near-term churn and designing the CSM organization for future scale. The Director initially has direct ownership of CSMs and their book of business; the team’s structure may evolve as the business grows. The role owns the global CSM function, segmentation, playbooks, QBR standards, success-plan methodology, and the CSM hiring plan and organizational design. It partners closely with Technical Account Management, Technical Support Engineering, and CX Operations, but does not own those functions. The position reports to the Chief Customer Officer. The Director owns gross retention and churn-prevention strategy for the CSM-managed book, develops customer-health and renewal processes, and personally manages executive relationships with top strategic and at-risk accounts. The role also builds the organization’s segmentation, hiring, career development, onboarding, and enablement practices; partners on CS tooling; and regularly reports retention and account-health metrics to executive leadership. The role is based in New York City and requires three days per week onsite, with international travel to support regional CSM teams and meet executive stakeholders at strategic accounts. Compensation is a base salary of $180,000–$200,000, plus a 15% bonus tied to retention.

Requirements

10–12+ years of Customer Success experience at a B2B SaaS company.
At least 7 years of people-leadership experience directly managing CSMs.
Ability to independently own and run a global, multi-region CSM organization, including in-region hiring and time-zone coverage planning.
Demonstrated record of directly improving gross retention or churn metrics.
Experience scaling a Customer Success organization through headcount growth, including segmentation, hiring, and enablement.
Strong executive presence and comfort serving as an escalation point with enterprise C-suite stakeholders.
Experience partnering with adjacent post-sale functions, such as technical support or technical account management, without owning them.
Fluency with CS platforms such as Gainsight, Catalyst, or Totango, and with Salesforce CRM.
Based in New York City and able to lead and regularly travel to a globally distributed team.

Nice To Haves

Prior experience managing managers.
Experience in cybersecurity, fraud prevention, or another security- or compliance-driven SaaS category with technical buyers and trust-heavy sales cycles.

Responsibilities

Own gross retention (GRR) and churn-prevention strategy for the CSM-managed book of business, with GRR as a core metric.
Build and operationalize a customer health-scoring model that identifies at-risk accounts before renewal and supports clear save-motion playbooks.
Run a structured renewal process with CSMs, including forecasting and escalating at-risk customers to executive sponsors.
Personally own executive-level relationships for top strategic and at-risk accounts.
Serve as the executive escalation point for enterprise customers when CSMs need support.
Represent the voice of the customer to Product, Sales, and DataDome’s executive leadership.
Design and evolve CSM segmentation as the customer base grows.
Build the CSM hiring plan, career ladder, and onboarding and enablement program.
Partner with CX leadership on the future structure of the CSM organization, including whether and when a management layer is appropriate.
Establish CSM playbooks, QBR standards, and success-plan templates.
Partner with CX Operations on CS tooling.
Regularly report retention, NRR/GRR, and account-health metrics to executive leadership.
Partner with Technical Account Management and Support leaders on shared accounts, escalation handoffs, and a unified customer-health view.
Lead and support a globally distributed CSM team, including international travel for regional team support and executive customer visits.

Benefits

Hybrid and in-office work options.
Complimentary office snacks and drinks, and social events.
$500 work-from-home stipend.
Comprehensive medical, dental, and vision coverage.
Annual professional-development stipend.
Company events and workshops, including two annual offsite events, summer and winter parties, and lunch-and-learns.
Perks employees can choose to suit their preferences.
Parent-care gifts and care packages.
27 days of PTO plus 13 national holidays.
401(k) eligibility with matching.
15% bonus tied to retention.