Director of Customer Success

Jobgether

4d • $140,000 - $215,000

About The Position

This role offers a unique opportunity to lead and shape customer success at scale for a high-growth, AI-driven communications platform. You will own retention, expansion, and overall customer value across a diverse North American portfolio, including complex mobile operator and enterprise accounts. The position combines strategic leadership with hands-on execution, requiring the design of scalable engagement models, coaching of high-performing teams, and collaboration across Sales and Product organizations. You will establish metrics, processes, and systems that drive Net Revenue Retention and account growth, while fostering strong executive relationships. This is a high-impact role ideal for a commercially savvy leader who thrives in fast-moving, data-driven environments and is passionate about building trust and value for customers.

Requirements

• 7–10 years of experience in Customer Success, Strategic Account Management, or related post-sale roles, with 2+ years leading a Customer Success organization.
• Demonstrated success owning or influencing Net Revenue Retention (NRR) and renewal forecasting in a Sales-led environment.
• Experience managing complex enterprise or telecom/mobile operator accounts, with the ability to influence senior stakeholders.
• Builder mindset with ability to create scalable systems and accountability in lean, growth-stage environments.
• Data-driven, with strong operational instincts to balance strategic leadership with systematic approaches to customer health, risk identification, and expansion.
• Proven ability to lead, coach, and develop high-performing teams, elevating commercial acumen and accountability.
• Excellent judgment in navigating ambiguity, prioritizing competing initiatives, and delivering high-quality outcomes under limited resources.
• Strong executive presence, communication, and collaboration skills across cross-functional teams.

Responsibilities

• Own Net Revenue Retention (NRR) and Gross Retention across North America, ensuring accurate forecasting and predictable revenue growth.
• Serve as the senior point of contact for strategic mobile operator and enterprise accounts, building executive relationships across commercial, technical, and procurement teams.
• Identify and execute upsell and cross-sell opportunities, leading churn mitigation and renewal activities.
• Design and implement engagement models across customer segments, from high-touch strategic accounts to scaled SMB programs, improving onboarding, adoption, and QBR cadence.
• Lead, coach, and develop a lean team of Customer Success Managers, driving performance accountability and preparing future leaders.
• Establish disciplined, repeatable processes to enhance commercial acumen, accountability, and operational efficiency without overbuilding infrastructure.
• Collaborate with Sales and Product teams to ensure Customer Success operates as a strategic partner, influencing product adoption, account growth, and overall customer satisfaction.

Benefits

• Base salary: $140,000 – $215,000, commensurate with experience and location
• Bonus: Up to 20% of base salary, based on performance
• Equity compensation: aligned with impact and company growth
• Employer-sponsored medical, dental, and vision coverage, including 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Life, AD&D, and accident coverage; company-paid life and long-term disability
• 401(k) plan with 3% company match
• Flexible vacation policy, paid company holidays, and paid parental leave
• Work-from-home equipment stipend
• Annual $1,000 learning & growth allowance and $1,000 charitable donation matching
• Regular team lunches and a collaborative, people-centric culture

What This Job Offers

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