Director, Customer Success

The Director, Customer Success (internally we call it Customer Experience (CX)) Pod Leader is accountable for driving customer value, retention, and expansion across a shared book of business within a cross-functional pod. This role leads a team of Customer Success Managers and Renewals Managers with the same rigor, commercial edge, and coaching intensity expected of a senior CS leader; while operating as an equal partner to the Director, Sales in building one unified GTM engine. This role requires operating differently than most CX leaders have to date in tech, specifically around co-leadership and commercial ownership that is tied to revenue.

Responsibilities

Own the pod's renewal forecast and maintain forecast integrity; Lead pod territory design within your book of business; Diagnose and manage portfolio health through monitoring adoption trends, engagement signals, and risk indicators using Vitally, Salesforce, and Gong; Lead renewals process discipline and set strategy for renewal negotiations, manage commercial timelines, and own GRR as a personal accountability; Coach CSMs and Renewals Managers into strategic advisors through 1:1s, performance coaching, feedback, and career development; Serve as executive sponsor on high-stakes accounts and senior CX point of contact for complex escalations; Drive adoption goal-setting and outcome delivery across the pod's book; Manage team performance rigorously through structured performance management and contribute to hiring and onboarding decisions; Own the customer lifecycle as a shared responsibility with the Sales Pod Leader; Set the tone for one GTM engine with shared accountability across Sales and CX; Co-create the pod's GTM play roadmap and quarterly plan with the Sales Pod Leader; Optimize jointly for NRR and value creation; Drive AI fluency and tool adoption across the pod; Synthesize and deliver joint pod QBRs; Serve as the pod's ultimate escalation point for complex, cross-functional, or customer-facing issues; Build a pod culture of performance alongside the Sales Pod Leader

Requirements

Demonstrated success as a Customer Success leader, with direct accountability for GRR, renewal outcomes, and a team's performance against retention and adoption goals; Experience owning and delivering a renewal forecast, including speaking to movement, risk, and the specific actions driving the result; Deep understanding of CS methodology, LAER frameworks, and value-based customer engagement in a B2B SaaS environment; Proven ability to coach and develop CS practitioners into high-performing strategic advisors; Commercial confidence, comfortable navigating renewal negotiations, expansion conversations, executive-level customer engagement, and escalations; Experience working cross-functionally with Sales, People Science, Implementation, Support, and RevOps to drive customer outcomes; Demonstrated ability to work through ambiguity and lead a team through change, evolving models, or new ways of working; Strong coaching and people leadership capabilities, with the ability to build accountability and develop talent; Senior leadership presence and communication skills required for high-stakes customer moments and internal stakeholder alignment; Data fluency, proficiency with Vitally, Salesforce, and Gong (or equivalent) to diagnose risk and drive team performance; Alignment with Culture Amp values and behaviors

Benefits

Equity through our Employee Share Option Program; Learning programs and coaching; Quarterly refresh days, an extended end-of-year break and a monthly allowance to support wellbeing and lifestyle; Inclusive parental leave from day one; A MacBook and budget to set up your home workspace; Five annual social impact days; Medical insurance coverage for you and your family (available for US & UK only)