Senior Director, Customer Success

The Senior Director of Customer Success is responsible for defining and leading Safe Software’s North American post‑sales strategy, ensuring customers achieve measurable outcomes while driving expansion revenue and strong net revenue retention. This role builds and scales a proactive Customer Success organization that transforms customer engagement into a predictable growth engine. We have an immediate opening and are excited to find the right candidate to join our team.

• Establish and scale a high‑performing Customer Success organization across North America
• Drive net revenue retention and expansion through customer lifecycle excellence
• Embed a proactive, outcome‑driven customer engagement model
• Build systems, processes, and metrics that enable predictable growth and visibility
• Serve as the executive voice of the customer across product and go‑to‑market strategy

This role directly influences Safe’s revenue growth, customer retention, and long‑term customer value. By aligning cross‑functional teams and embedding customer‑centric practices, the Sr. Director ensures a seamless customer experience and strengthens Safe’s position as a trusted partner to its customers.

As a Sr. Director Customer Success, you will:

• Build, lead, and scale the Customer Success organization, including hiring and developing Strategic CSMs across regions
• Own and execute net revenue retention and expansion strategy across the customer lifecycle
• Drive onboarding, adoption, renewal, and expansion initiatives tied to measurable customer outcomes
• Ensure all strategic accounts maintain active Mutual Success Plans aligned to business objectives
• Foster a high‑performance, customer‑focused culture grounded in trust, accountability, and outcomes
• Develop leadership bench strength through coaching, succession planning, and talent development
• Continue to refine operating models, performance expectations, and success metrics across teams and customer segments
• Define and manage KPIs, operating cadence, and reporting frameworks to provide visibility into Customer Success performance
• Collaborate with Rev Ops to implement scalable systems, tools, and data models (e.g., health scoring, lifecycle tracking, CSQLs)
• Leverage customer usage, health, and financial data to proactively manage risk and identify growth opportunities
• Partner with Sales on account strategy, renewal motions, and expansion opportunities
• Continuously evolve Customer Success strategies to align with business growth and market changes
• Act as the executive voice of the customer, influencing product roadmap, support strategy, and go‑to‑market priorities
• Partner cross‑functionally with Sales, Product, Marketing, Support, and Finance to deliver a cohesive customer experience
• Break down silos and ensure alignment across teams to improve customer outcomes
• Manage executive‑level escalations with clarity, urgency, and professionalism
• Champion change management initiatives and foster a culture of continuous learning and improvement

Safers come from a variety of backgrounds with a diversity in skills and knowledge. That said, we find that those who are most successful in this role have experience with the following areas.

Required skills:

• Bachelor’s degree in Business, Technology, or a related field (or equivalent experience)
• 8+ years of experience in Customer Success, Account Management, Professional Services, or post‑sales leadership within enterprise SaaS
• 5+ years of experience leading and scaling multi‑layered, distributed teams.
• Experience leading Customer Success in complex, technical SaaS environments with a strong focus on adoption, value realization, and expansion.
• Demonstrated success driving net revenue retention, customer adoption, and expansion revenue
• Experience building or transforming Customer Success functions, including processes, metrics, and systems
• Experience with Customer Success platforms and CRM systems (e.g., Hub Spot)
• Strong understanding of customer lifecycle management, health scoring, and revenue metrics (NRR, CSQLs, adoption)
• Familiarity with data integration, analytics, or technically complex SaaS…