Director, Customer Success; North East States

Description

DIRECTOR, CUSTOMER SUCCESS (NORTH EAST STATES)

Location: Remote, USA

Employment Type: Full-Time

Compensation: 158,500k - 198,000k (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

The Director, Customer Success is a vital leadership role responsible for ensuring that every customer within their designated region becomes a reference and a success. This role leads and develops a high-performing Customer Success organization while overseeing multiple customer portfolios and driving consistent measurable customer outcomes.

Reporting to the Senior Director of Customer Success, the Director, Customer Success is accountable for shaping and executing regional customer success strategies to drive adoption, expansion, retention, and long-term satisfaction. As a trusted customer advocate and consultative leader, this individual ensures customers realize meaningful value from their investment across the full lifecycle, from onboarding through ongoing engagement and renewal.

Aligned with the Regional Sales Leader, the Director, Customer Success provides strong people leadership while maintaining deep visibility into customer health and execution. They partner closely with Sales, Marketing, Professional Services, Product, and Support to align efforts, address evolving customer needs, and continuously improve product utilization and operational efficiency. The Director, Customer Success amplifies the voice of the customer and translates insights into actions that strengthen customer outcomes and the overall customer experience, especially during escalated situations involving different internal teams.

Our North East region consists of the following states New York, New Jersey, Massachusetts, Connecticut, Pennsylvania, New Hampshire, Rhode Island, Maine and Vermont.

The successful candidate is expected to reside in one of the listed Northeast states, as regional proximity supports stronger executive relationships through in-person engagement, enables faster on-site response during escalations, provides valuable insight into the local enterprise landscape, ensures tighter alignment with Regional Sales leadership, and reduces travel demands to maintain focus on driving strategic customer outcomes.

Primary Duties and Responsibilities

Regional Strategy & Execution

• Lead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs.
• Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.
• Strategize with CS leadership and Sales RVP across assigned region.
• Deliver deep and actionable internal QBRs to CS and Sales Leadership.
• Demonstrate commercial acumen by identifying and capitalizing on expansion opportunities, advising on incremental revenue, and securing operational commitments that strengthen customer relationships.
• Serve as a customer-facing leader, establish and nurture senior and executive-level relationships with key decision makers and influencers across the customer base, promoting mutual success and long-term partnership across your region.

Customer Portfolio Management

• Oversee a diverse portfolio of strategic and complex customer accounts, ensuring high satisfaction, reference-ability, and retention.
• Build, maintain, and execute comprehensive account plans, partnering with internal resources to deliver value throughout the customer lifecycle.

Team Leadership & Development

• Direct, mentor, and develop a team of Senior Managers and Customer Success professionals.
• Foster a culture of excellence, collaboration, and continuous learning, ensuring the team is equipped to deliver outstanding customer experiences and achieve key performance indicators.
• Lead and coach team in achieving business goals including maintaining a high GRR, increasing NRR, identifying expansions, and driving KPIs including day-to-day activities leading to the main goals and utilizing tools to track communication and updates from Customers.

Risk Management & Advocacy

• Proactively identify and mitigate risks to customer satisfaction, growth, and renewal.
• Serve as the escalation point for complex situations, influencing the teams responsible for resolutions efficiently and advocating for customer needs.

Governance & Process Excellence

• Develop and refine regional governance programs, including onboarding, success strategy meetings, and regular business reviews.
• Ensure the execution of key initiatives that help customers realize measurable value from their investment.

Reporting & Insights

• Monitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.

Continuous Improvement

• Lead regional initiatives to enhance team efficiencies, product utilization, and customer outcomes.
• Promote knowledge sharing, mentor new hires, and…