Senior Director, Customer Success

Enseo, LLC • Plano, TX

4h • $150,000 - $160,000 • Hybrid

About The Position

Enseo is seeking an experienced, results-driven Senior Director, Customer Success to lead and strengthen its Customer Success organization, focusing on customer retention, adoption, account growth, and long-term customer relationships. This hands-on leadership role involves developing and executing Customer Success programs, setting clear performance expectations, and creating a proactive, consistent customer experience across Enseo's portfolio.

The Senior Director will lead and develop a high-performing team, improve processes, and drive measurable results. They will balance strategic planning with day-to-day execution and work closely with Sales, Product, Operations, Support, and Engineering to improve customer satisfaction, strengthen retention, and identify expansion opportunities.

The role oversees the customer experience from implementation and onboarding through adoption, ongoing engagement, renewal, and expansion. It also establishes performance measures and reporting, improves Customer Success operations, and serves as an escalation point for key customer relationships. The position is described as a full-time hybrid/remote office environment, with some travel potentially required.

Requirements

• Bachelor's degree or equivalent relevant professional experience.
• At least 8 years of progressive experience in Customer Success, Account Management, or related customer-facing leadership roles within SaaS, technology, or recurring-revenue businesses.
• At least 4 years of experience managing and developing Customer Success or Account Management teams.
• Demonstrated success improving customer retention, satisfaction, and account growth.
• Experience implementing Customer Success processes, performance metrics, and customer engagement programs.
• Strong understanding of subscription and recurring-revenue models, customer lifecycle management, and retention strategies.
• Experience managing enterprise customer relationships and engaging senior-level stakeholders.
• Strong analytical, financial, and operational skills, including the ability to translate data into actionable improvements.
• Excellent communication, problem-solving, and cross-functional collaboration skills.
• Ability to balance strategic priorities with hands-on execution in a fast-paced, evolving environment.
• Must be authorized to work for any employer in the United States; visa sponsorship or transfer is unavailable.

Nice To Haves

• Experience in hospitality technology, telecommunications, managed services, or enterprise technology.
• Experience working with hotel brands, management companies, ownership groups, or multi-location enterprise customers.
• Experience with HubSpot, Salesforce, Gainsight, Totango, ChurnZero, or similar CRM and Customer Success platforms.
• Experience building or improving Customer Success programs in a growing organization.
• Familiarity with customer retention metrics, renewal forecasting, and recurring-revenue growth.

Responsibilities

• Lead execution of Enseo's Customer Success strategy, aligning team priorities with company growth and retention objectives.
• Manage, coach, and develop a high-performing Customer Success team with clear goals, accountability, and performance expectations.
• Establish customer engagement standards, account coverage models, and service expectations, and build a proactive customer-focused culture.
• Identify opportunities to improve team efficiency, processes, and customer outcomes.
• Oversee the customer lifecycle from implementation and onboarding through adoption, engagement, renewal, and expansion.
• Develop standardized customer engagement plans, onboarding processes, and account review cadences.
• Establish customer health scoring, account success plans, and proactive risk-identification processes.
• Implement playbooks for onboarding, customer adoption, renewal readiness, and customer advocacy.
• Maintain strong relationships with key customer stakeholders and proactively address potential issues.
• Drive customer retention initiatives and support achievement of Gross Revenue Retention and Net Revenue Retention goals.
• Partner with Sales to identify expansion opportunities, upgrades, and additional product adoption within existing accounts.
• Develop consistent renewal planning, customer engagement, and churn-prevention approaches.
• Maintain visibility into renewal opportunities, customer risks, and the expansion pipeline.
• Establish and manage Customer Success KPIs, dashboards, and reporting to measure team performance and customer outcomes.
• Track and improve NRR, GRR, customer churn, product adoption, time-to-value, customer health scores, NPS, and CSAT.
• Implement regular account reviews, performance reporting, and action plans addressing customer risks and opportunities.
• Improve CRM utilization, data accuracy, workflows, and Customer Success reporting.
• Implement process improvements that increase productivity, accountability, and customer engagement.
• Partner with Sales on customer transitions, coordinated account strategies, and growth opportunities.
• Work with Operations and Support to resolve customer issues, manage escalations, and improve the customer experience.
• Collaborate with Product Management to communicate customer feedback, product needs, and opportunities for improvement.
• Support Marketing initiatives involving customer references, testimonials, case studies, and advocacy programs.
• Serve as an escalation point for key customer relationships and collaborate across departments to resolve challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior