Director, Customer Success

The Director, Customer Success (internally called 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.

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