Our Client is seeking an experienced and strategic Director of Customer Success to build, lead, and scale its post-sales organization.
About the Role Our Client is a rapidly growing enterprise technology company delivering innovative SaaS solutions that help organizations streamline operations, improve efficiency, and drive measurable business outcomes. As the company enters its next phase of expansion, it is focused on scaling annual recurring revenue from approximately $10 million to $100 million while growing its enterprise customer base from 50 to more than 500 organizations. Our Client is seeking an experienced and strategic Director of Customer Success to build, lead, and scale its post-sales organization. This leadership position will oversee the entire customer lifecycle, including onboarding, implementation, customer support, operations, retention, and expansion. The successful candidate will play a critical role in developing an AI-driven, automation-first Customer Success function that delivers exceptional customer experiences while supporting rapid business growth. This opportunity is ideal for a hands-on leader who combines strategic vision, operational expertise, and a strong commercial mindset to build scalable systems, drive customer value, and establish a high-performing organization. Key Responsibilities
Develop and execute a comprehensive Customer Success strategy to support significant revenue growth and expansion to more than 500 enterprise customers.
Build scalable operating models, processes, and systems that increase customer capacity and operational efficiency without proportionally increasing headcount.
Lead and oversee all post-sales functions, including Customer Success, onboarding, implementation, customer support, and customer operations.
Establish customer segmentation strategies, engagement models, standardized playbooks, and performance metrics to ensure consistent service delivery.
Drive the adoption of AI, automation, and intelligent workflows to optimize customer onboarding, support, adoption tracking, and proactive engagement.
Partner with Product and Engineering teams to develop self-service capabilities, streamline customer interactions, and reduce manual processes.
Take ownership of gross revenue retention (GRR), net revenue retention (NRR), customer renewals, and overall customer satisfaction.
Develop and implement scalable customer expansion strategies, driving adoption from initial deployments to broader regional and enterprise-wide implementation.
Collaborate closely with Sales to identify and qualify expansion opportunities while supporting commercial growth initiatives.
Build and maintain strong relationships with executive stakeholders, strategic customers, and key decision-makers to strengthen long-term partnerships.
Optimize the end-to-end customer journey by reducing time-to-value, improving onboarding efficiency, and ensuring consistent customer experiences.
Establish customer health monitoring systems, performance dashboards, and proactive risk management processes to identify retention risks and growth opportunities.
Lead, mentor, and develop high-performing customer-facing teams, fostering a culture of accountability, continuous improvement, and customer-centricity.
Define organizational structures, leadership capabilities, and operational frameworks to support the company’s next stage of growth.
Leverage customer feedback, adoption trends, and operational data to provide actionable insights that inform product development and business strategy.
Develop customer advocacy initiatives, including executive references, case studies, and strategic partnerships that support enterprise adoption and growth.
Requirements
10+ years of experience in B2B enterprise SaaS, including substantial leadership experience in Customer Success, customer operations, or post-sales functions.
Proven track record of building and scaling customer-facing organizations during periods of rapid growth, ideally within businesses expanding from approximately $10 million toward $100 million in annual recurring revenue.
Demonstrated experience managing Customer Success operations across hundreds of enterprise customers with complex, multistakeholder implementations.
Strong understanding of enterprise SaaS business models, including gross revenue retention (GRR), net revenue retention (NRR), renewals, customer lifetime value, and expansion strategies.
Proven ability to improve customer retention, product adoption, account expansion, and operational efficiency through structured, data-driven initiatives.
Hands-on experience implementing AI-powered solutions, automation technologies, and intelligent workflows within customer-facing operations.
Expertise in designing scalable Customer Success processes, operating models, customer journeys, and performance measurement frameworks.
Experience optimizing customer-to-CSM ratios, reducing manual workloads, and accelerating customer onboarding and time-to-value.
Strong technical aptitude and the ability to collaborate effectively with Product and Engineering teams to improve customer experiences and operational performance.
Demonstrated success building executive-level relationships, influencing senior stakeholders, and driving enterprise-wide adoption of SaaS solutions.
Strong commercial acumen, with the ability to balance customer satisfaction, retention, expansion opportunities, and business profitability.
Proven leadership capabilities, including experience building, coaching, and developing high-performing teams in fast-paced technology environments.
Excellent analytical, strategic planning, communication, and decision-making skills, with the ability to translate customer insights into actionable business strategies.
Entrepreneurial and results-oriented mindset, with a demonstrated ability to build systems, implement change, and execute effectively in evolving business environments.
Ability to navigate ambiguity, prioritize competing initiatives, and make informed decisions in high-growth organizations.
Strong commitment to innovation, continuous improvement, operational excellence, and delivering measurable customer outcomes.
Experience in construction technology, industrial technology, or enterprise software supporting field-based operations is considered a plus.
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