[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Confidential Jobs is seeking a dynamic and experienced Director of Customer Success to lead a team of Senior Customer Success Managers supporting a large portfolio of enterprise customers. This role focuses on driving customer retention, satisfaction, and expansion opportunities while overseeing strategic initiatives and operational excellence across the enterprise segment.ResponsibilitiesLead, mentor, and develop a team of Senior Customer Success Managers supporting enterprise-level accountsEstablish and reinforce best practices across the customer lifecycle to create consistency and operational excellenceCoach team members across varying levels of experience and support career development initiativesDrive enterprise customer retention, adoption, and expansion strategies across a complex customer portfolioServe as an executive sponsor and escalation point for high-value customer relationshipsImplement scalable processes and operational improvements that increase team efficiency and customer outcomesLead strategic initiatives including customer migrations, onboarding improvements, product rollouts, and transformation effortsOwn and drive key performance indicators (KPIs) including customer retention, product adoption, customer satisfaction, and revenue expansion metricsUtilize customer insights and data to proactively identify risks and opportunities within the customer baseGuide teams and customers through organizational changes, product transitions, and evolving service modelsLead customer integration efforts related to acquisitions, migrations, or portfolio changes while ensuring a seamless customer experienceSkills5+ years of experience in Customer Success leadership within a SaaS, technology, or subscription-based business modelProven success leading enterprise Customer Success teams responsible for large, strategic customer portfoliosDemonstrated ability to improve customer retention, expansion, and operational performance metricsStrong leadership, coaching, and team development experienceExperience managing escalations and executive-level customer relationshipsCompany OverviewConfidential Jobs is operated by ExecThread, Inc. (https://execthread.com). It was founded in 2015, and is headquartered in West Palm Beach, Florida, US, with a workforce of 201-500 employees. Its website is https://execthread.com.