Regional Director, Customer Success
About the Role
We are seeking a Regional Director, Customer Success who will serve as a co-owner of the Customer Success function, responsible for evolving our operating model, driving cross-regional renewals accountability, and partnering directly with the VP to shape CS strategy.
The Director is accountable for the integrity of renewals forecasting, the evolution of CS systems, and the development of future CS leaders. Decisions made in this role influence outcomes across multiple regions and time horizons, including board-level reporting on Net Revenue Retention (NRR).
What You’ll Do
Function Leadership & Strategy
Co-own Customer Success strategy with the VP, Customer-Facing Delivery
Identify systemic gaps in CS execution and lead structured improvements
Evolve the CS operating model across regions (not just execute it)
Ensure alignment across regional CS teams on a unified framework and methodology
Global Renewals Ownership
Own the regional renewals forecast and ensure accuracy, consistency, and accountability across regions
Serve as the CS interface to Finance for ARR and renewal reporting
Ensure leadership and board reporting reflects a defensible, data-driven CS narrative
Resolve forecast discrepancies with analysis and clear recommendations
Cross-Regional Leadership
Hold regional Customer Success leaders accountable for forecast accuracy, data integrity, and execution standards
Ensure consistent CS practices across all regions
Act as the connective layer between regional execution and global CS outcomes
Executive & Customer Engagement
Lead Executive Business Reviews (EBRs) for strategic and high-impact customers
Engage with C-suite and VP-level stakeholders on customer outcomes and value realization
Represent Customer Success in executive and ELT-level discussions when needed
Program Evolution & Operational Excellence
Own and drive at least one meaningful CS system improvement annually, such as:
Onboarding model redesign
Customer health scoring evolution
Expansion playbook development
Tiering or segmentation strategy refinement
Partner cross-functionally with Sales, Product, and Services to improve lifecycle outcomes
Ensure all changes are documented and scalable across the organization
People Leadership & Talent Development
Lead and develop CS managers and senior ICs
Build leadership depth within the Customer Success organization
Define and reinforce what “great” looks like across CS roles
Expand team member scope and autonomy over time
Create durable operating artifacts (playbooks, templates, frameworks) that outlast individual tenure
Data-Driven Decision Making
Operate fluently in CS and revenue data systems such as Salesforce and customer analytics tools such as Pendo
Use data to explain NRR movement, expansion drivers, and retention risks
Ensure decisions are grounded in measurable outcomes, not intuition alone
Requirements
What You Bring
8–10+ years of Customer Success experience
3–4+ years of people leadership, including managers and/or senior ICs
Proven ownership of renewal outcomes that materially impact ARR
Background in fashion/apparel industry; product expertise in PLM, 3D/AI design
Experience partnering with VP-level leaders to shape CS strategy
Demonstrated ability to evolve a Customer Success operating model, not just run one
Strong commercial acumen with deep understanding of NRR, expansion, and retention drivers
Executive-level communication skills with both internal leadership and external customers
Strong analytical mindset and comfort working in structured data environments (e.g., Salesforce, customer health systems, and usage analytics tools like Pendo)
Who You Are
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Apply To This Job
We are seeking a Regional Director, Customer Success who will serve as a co-owner of the Customer Success function, responsible for evolving our operating model, driving cross-regional renewals accountability, and partnering directly with the VP to shape CS strategy.
The Director is accountable for the integrity of renewals forecasting, the evolution of CS systems, and the development of future CS leaders. Decisions made in this role influence outcomes across multiple regions and time horizons, including board-level reporting on Net Revenue Retention (NRR).
What You’ll Do
Function Leadership & Strategy
Co-own Customer Success strategy with the VP, Customer-Facing Delivery
Identify systemic gaps in CS execution and lead structured improvements
Evolve the CS operating model across regions (not just execute it)
Ensure alignment across regional CS teams on a unified framework and methodology
Global Renewals Ownership
Own the regional renewals forecast and ensure accuracy, consistency, and accountability across regions
Serve as the CS interface to Finance for ARR and renewal reporting
Ensure leadership and board reporting reflects a defensible, data-driven CS narrative
Resolve forecast discrepancies with analysis and clear recommendations
Cross-Regional Leadership
Hold regional Customer Success leaders accountable for forecast accuracy, data integrity, and execution standards
Ensure consistent CS practices across all regions
Act as the connective layer between regional execution and global CS outcomes
Executive & Customer Engagement
Lead Executive Business Reviews (EBRs) for strategic and high-impact customers
Engage with C-suite and VP-level stakeholders on customer outcomes and value realization
Represent Customer Success in executive and ELT-level discussions when needed
Program Evolution & Operational Excellence
Own and drive at least one meaningful CS system improvement annually, such as:
Onboarding model redesign
Customer health scoring evolution
Expansion playbook development
Tiering or segmentation strategy refinement
Partner cross-functionally with Sales, Product, and Services to improve lifecycle outcomes
Ensure all changes are documented and scalable across the organization
People Leadership & Talent Development
Lead and develop CS managers and senior ICs
Build leadership depth within the Customer Success organization
Define and reinforce what “great” looks like across CS roles
Expand team member scope and autonomy over time
Create durable operating artifacts (playbooks, templates, frameworks) that outlast individual tenure
Data-Driven Decision Making
Operate fluently in CS and revenue data systems such as Salesforce and customer analytics tools such as Pendo
Use data to explain NRR movement, expansion drivers, and retention risks
Ensure decisions are grounded in measurable outcomes, not intuition alone
Requirements
What You Bring
8–10+ years of Customer Success experience
3–4+ years of people leadership, including managers and/or senior ICs
Proven ownership of renewal outcomes that materially impact ARR
Background in fashion/apparel industry; product expertise in PLM, 3D/AI design
Experience partnering with VP-level leaders to shape CS strategy
Demonstrated ability to evolve a Customer Success operating model, not just run one
Strong commercial acumen with deep understanding of NRR, expansion, and retention drivers
Executive-level communication skills with both internal leadership and external customers
Strong analytical mindset and comfort working in structured data environments (e.g., Salesforce, customer health systems, and usage analytics tools like Pendo)
Who You Are
null
Apply To This Job