Director, Customer Success - Enterprise

About the Role

As the Director of Enterprise Customer Success, you will lead the strategy for our largest and most complex customers, focusing on revenue growth, retention, adoption, and delivering exceptional outcomes.

Responsibilities

• Lead and develop a high-performing Enterprise Customer Success team, managing CS leaders and supporting their teams.
• Own strategic planning and operational execution to drive predictable revenue growth and improve customer lifecycle performance.
• Act as a hands-on leader, partnering directly with team members and enterprise customers when needed.
• Collaborate cross-functionally with Sales, Product, Marketing, Support, and Operations to align initiatives and enhance the customer experience.
• Build and refine engagement models for proactive deployment, adoption, and customer advocacy.
• Develop and track key metrics including customer health, expansion opportunities, adoption rates, and Net Dollar Retention (NDR).
• Identify trends, churn risks, and upsell opportunities through data analysis and present insights to executives.

Requirements

• 7+ years of experience leading enterprise-level Customer Success teams, including direct management of team leaders.
• Strong communication and relationship-building skills, comfortable engaging with executive stakeholders.
• Highly collaborative leader with a proven ability to influence outcomes across departments.
• Hands-on leadership style with a growth mindset and focus on continuous improvement.
• Strong technical aptitude; familiarity with security-related technologies and customer personas.
• Deep understanding of customer deployment and adoption strategies and their impact on retention and growth.
• Analytical thinker with experience using Salesforce.com, Gainsight, Looker, and similar tools.
• Familiarity with terms such as SCIM, AD, CLI, and SSO.
• Proven experience in building and scaling customer engagement models that impact Net Dollar Retention.
• Sound knowledge of business operations, financial principles, and revenue management.
• Experience in a high-growth SaaS environment is preferred.

Nice-to-Haves

• Personal or professional experience using 1Password or similar password management tools.