Sr. Director, Customer Success (Technology Vertical)
About The Position
The Sr. Director of Customer Success leads an organization responsible for value realization, retention, and expansion across customers. The role owns the post-sales customer lifecycle, from onboarding through renewal, and ensures operational excellence and measurable return on investment aligned with technology-vertical priorities, including risk and compliance, operational efficiency, customer experience, and data security. The position develops the vertical strategy for a portfolio of complex enterprise accounts and partners with Sales, Operations, Product, Customer Care, Marketing, Implementation, Support, and Engineering to deliver customer outcomes and sustainable revenue growth. The role is 100% work from home within the United States, with travel of up to 25% potentially required. The Sr. Director builds and mentors Customer Success teams, establishes value frameworks and executive communications, owns renewals and net retention, and operationalizes customer success practices. Responsibilities also include budget ownership, capacity planning, hiring plans, and productivity benchmarks.
Requirements
- Bachelor's degree or equivalent work experience.
- At least 5 years of related experience in Account Management.
- At least 2 years of organizational leadership experience.
- At least 5 years of experience managing accounts valued at over $500,000, including experience with complex, high-value accounts.
- Emphasis on teamwork, collaboration, and process innovation.
- Strong verbal and written communication skills and the ability to influence others.
- Strategic mindset; self-directed, organized, and analytical, with excellent problem analysis and problem-solving skills.
- Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations.
- Diligence, resourcefulness, versatility, and ability to multitask.
- Ability to lead during change and organizational transformation.
- Understanding of how to work with growth businesses in a competitive environment.
- Excellent tactical execution skills.
- Strong process orientation and ability to innovate on process tools and conventions.
- Ability to craft detailed, well-written communications and proposals.
- Ability to travel at least 25%.
Nice To Haves
- MBA.
- Entrepreneurial style and proven ability to thrive in a dynamic, changing environment, optimizing and leveraging limited resources.
Responsibilities
- Define and execute the vertical Customer Success strategy, segmented by sub-vertical and customer tier.
- Build, scale, and mentor a diverse team of Customer Success Managers and Directors.
- Establish a value framework using finance-relevant KPIs, outcome maps, and executive communications, including QBRs.
- Own renewals and net retention for the customer base, with clear rules of engagement and forecast accountability.
- Ensure successful onboarding and time-to-value through robust project governance for complex, multi-stakeholder programs.
- Drive QBRs with key stakeholders and communicate value tied to business cases and regulatory imperatives.
- Drive adoption, maturity, and expansion through structured success plans, territory maps, and executive sponsorship programs.
- Build customer advocacy through references, case studies, and advisory boards aligned to the finance ecosystem.
- Partner with Product on voice-of-customer feedback, roadmap validation, beta programs, and finance-grade features such as security, reporting, and controls.
- Partner with Implementation teams to support onboarding, reduce time-to-value, and ensure high-quality project delivery.
- Align with Sales on expansion strategies, whitespace analysis, commercial alignment, and account plans.
- Collaborate with Support and Engineering on incident management, major-incident communications, and reliability narratives.
- Design and operationalize a Customer Success operating model covering segmentation, coverage, health scoring, success planning, QBR templates, renewal forecasts, and escalation paths.
- Own the Customer Success budget, capacity planning, hiring plan, and productivity benchmarks.
Benefits
- Medical, vision, dental, and supplementary benefit plans.
- 401(k) with employer match.
- Employee Stock Purchase Plan (ESPP).
- Competitive and flexible paid time off.
- Nine paid company holidays.
- Remote work with occasional business travel.
- Access to technology and growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
