Director of Customer Success

Komodor•Boson, MA

About The Position

Who are we? Komodor is a cutting-edge Kubernetes platform built by developers, for developers. We help engineering and infrastructure teams manage complex systems with ease, efficiency, and transparency — so they can focus more on innovation and less on firefighting Kubernetes challenges. Our platform is trusted by thousands of teams worldwide, with standout capabilities like Klaudia – our AI-powered Kubernetes failure detection and analysis engine that delivers real-time insights to dev and infra teams; the Cost team, helping companies dramatically reduce cloud spend; the Health team, building industry-leading troubleshooting features; and our Operations group, crafting powerful Kubernetes-native agents, operators, and controllers. Core Mission As the Director of Customer Success, you will develop and expand our existing team of Customer Success Managers (CSMs) with the purpose of driving our post-sales business over the coming years. You will lead a team responsible for supporting and managing our global customer base, ensuring every engagement delivers measurable business value and technical success. You will be responsible for architecting, building, and leading our Customer Success function — defining the operational model, success metrics, and processes to scale. This is a highly cross-functional role that will require strong collaboration with Sales, Product, R&D, and Marketing to drive alignment, retention, and customer satisfaction. What will you do? Develop and execute the global CS strategy, defining the operational model, customer segmentation, journey mapping, and success metrics. Demonstrate curiosity, creativity, empathy, and professionalism when working with Komodor customers to solve their Kubernetes infrastructure challenges. Partner and collaborate with Solution Architects (SA) and Solution Engineers (SE) to deliver customers’ technical objectives, coordinating the optimal services, support, and resources available. Onboard new customers and their users to the platform, connecting them with the right resources and tools to achieve value quickly. Conduct regular Business Reviews and maintain consistent engagement with assigned accounts to ensure goals are met and expanded over time. Coordinate with internal teams — Support, Account Executives (AEs), SEs, SAs, and Executive Management — to ensure successful customer outcomes. Act as a trusted advisor and escalation point for your accounts, building authentic relationships and advocating for customer needs internally. Provide timely, proactive, and collaborative engagement with distributed teams to achieve shared goals. Be challenged, solve new problems, and continuously find better ways to delight our customers.

Requirements

5+ years in Customer Success within B2B SaaS, including 3+ years in a leadership capacity , focused on building and scaling CS processes.
Proven ability to manage a strategic account portfolio while simultaneously building and mentoring a team.
Hands-on experience selecting, configuring, and driving adoption of a CS platform (e.g., Totango, Gainsight).
Strong analytical skills with a proven track record of defining CS metrics, cleaning data, and building executive-level reports.
Deep curiosity and aptitude for learning technical concepts; a commitment to developing expertise in the DevOps/Kubernetes domain.
Excellent communication, influence, and mentorship skills, with a track record of leading teams through change.
Demonstrated experience in startup or fast-scaling environments.
Consistent record of overachievement in previous roles.

Nice To Haves

Experience with Enterprise Sales and strategic customer development is a plus.

Responsibilities

Develop and execute the global CS strategy, defining the operational model, customer segmentation, journey mapping, and success metrics.
Demonstrate curiosity, creativity, empathy, and professionalism when working with Komodor customers to solve their Kubernetes infrastructure challenges.
Partner and collaborate with Solution Architects (SA) and Solution Engineers (SE) to deliver customers’ technical objectives, coordinating the optimal services, support, and resources available.
Onboard new customers and their users to the platform, connecting them with the right resources and tools to achieve value quickly.
Conduct regular Business Reviews and maintain consistent engagement with assigned accounts to ensure goals are met and expanded over time.
Coordinate with internal teams — Support, Account Executives (AEs), SEs, SAs, and Executive Management — to ensure successful customer outcomes.
Act as a trusted advisor and escalation point for your accounts, building authentic relationships and advocating for customer needs internally.
Provide timely, proactive, and collaborative engagement with distributed teams to achieve shared goals.
Be challenged, solve new problems, and continuously find better ways to delight our customers.