Director of Customer Success

DataDome•New York City, NY

1d•Hybrid

About The Position

The Director of Customer Success is a senior leader accountable for DataDome’s global Customer Success Manager (CSM) organization. The role owns value realization, customer health, and expansion-readiness for the global post-sale enterprise customer base, with a mandate to prevent churn, improve retention outcomes, and build a CSM function that can scale with the business. The position begins with direct ownership of CSMs and their accounts; the organization’s future structure will evolve as the business grows. The Director reports to the Chief Customer Officer and owns the global CSM function, including CSM segmentation, playbooks, QBR standards, success-plan methodology, hiring plans, and organizational design. Technical Account Management, Technical Support Engineering, and CX Operations are outside the role’s ownership. The Director partners with TAM and Support leaders on shared accounts, escalation handoffs, and a unified customer health view, and partners with CX Operations on CS tooling. The role is based in New York City and is a global leadership position. It requires three days per week onsite and international travel to support regional CSM teams and executive visits with 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.
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.
Track record of directly improving gross retention and churn metrics, rather than only reporting them.
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 those functions.
Fluency with CS platforms such as Gainsight, Catalyst, or Totango, and CRM systems such as Salesforce.
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, including a GRR target.
Build and operationalize a customer health-scoring model that identifies at-risk accounts ahead of renewal and supports clear save-motion playbooks.
Run a structured renewal process with CSMs, including forecasting and escalating at-risk logos to executive sponsors.
Personally own executive relationships with 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 executive leadership.
Design and evolve CSM segmentation as the customer base grows.
Develop 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 warranted.
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 TAM and Support leaders on shared accounts, escalation handoffs, and a single customer health view.
Lead and support a globally distributed team, including international travel for regional team support and executive customer visits.

Benefits

Hybrid and in-office work options.
$500 work-from-home stipend.
Complimentary office snacks and drinks, and social events.
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.
Flexible employee-selected perks, such as lunch or sports activities.
Parent-care gifts and care packages.
27 days of PTO and 13 national holidays.
401(k) eligibility with matching.