Director, Customer Success Managers

Role overview

Lead a global customer success organization responsible for retention and account growth across named customers and larger accounts. You’ll manage and develop managers across the Americas, EMEA, and APAC, while setting account coverage, renewal practices, and risk-management routines. The role partners across revenue, implementation, operations, finance, and product teams to improve retention results and make customer success operations scalable.

Responsibilities

- Hire, lead, and coach customer success managers and their managers across regions and time zones. - Design account coverage by customer tier, oversee annual portfolio assignments, and establish consistent playbooks for each tier. - Oversee renewals across the portfolio and guide the move from legacy evergreen agreements to standard contract terms. - Run regular churn and risk reviews, maintain current customer health signals, and ensure at-risk accounts have active remediation plans. - Define how customer success and account management work together on renewals, natural expansion, and seller-led opportunities; track leads and sales credit in the CRM. - Report retention, net revenue retention, and portfolio risk to senior revenue and customer success leaders.

Requirements

- At least 10 years in customer success or account management within B2B software or global services. - At least five years managing people managers. - A record of protecting and expanding a large customer portfolio and improving gross retention and net revenue retention. - Experience leading distributed teams across multiple regions and time zones. - Hands-on experience building tiered coverage models, customer playbooks, and scalable customer success operations. - Strong executive communication with enterprise customers and internal leadership. - Proficiency with Salesforce and customer health data or telemetry platforms.

Nice to have

Experience in employer-of-record services, HR technology, payroll, or global expansion.

Benefits and work setup

The position includes variable compensation tied to portfolio retention and growth. Benefits described in the source include paid parental leave, flexible time off, spending accounts, medical, dental, and vision insurance, and a sabbatical after five years.