Director, Customer Outcomes

Role overview

Build and lead a customer outcomes function for a growing B2B software business. The director owns strategic customer relationships, helps clients realize measurable value, and brings customer needs into product and delivery decisions. The position spans the customer lifecycle, from late-stage sales and onboarding through adoption, renewal, and expansion, while establishing the team’s operating model and playbooks.

Responsibilities - Develop trusted relationships with senior stakeholders in procurement, supply chain, finance, and executive leadership. - Define customer success measures, track results, and communicate return on investment. - Plan executive reviews, briefings, workshops, and roadmap discussions to support adoption and retention. - Partner with sales late in the buying process and coordinate a clear transition into onboarding and implementation. - Work with sales on renewals and expansion, and lead commercial conversations grounded in customer outcomes. - Identify account risks and coordinate internal teams to resolve issues; develop customer advocates and references. - Represent customer needs in product and service planning, and create scalable processes for the customer success organization.

Requirements - Ten or more years in customer success, account management, or strategic consulting, preferably in B2B software or consulting. - Record of managing enterprise accounts with annual recurring revenue of $500,000 or more and delivering measurable expansion. - Confidence presenting to and influencing C-suite and other senior stakeholders. - Commercial experience with renewals, upselling, or account growth. - Strong communication, executive presentation, and business storytelling skills. - Data-driven approach to portfolio management and demonstrating customer value. - Experience in digital transformation, value consulting, or complex technology delivery. - Ability to work independently in a fast-moving, ambiguous environment and collaborate across sales, solutions, and delivery teams.

Benefits and work setup

The listed base salary range is $150,000–$180,000, with startup equity. The team is remote-first and holds in-person gatherings for team building, planning, and customer visits. Benefits include medical, dental, and vision coverage, retirement matching, flexible paid time off, and an annual learning and development budget.