We are looking for a Director of Customer Success to lead a global team delivering world-class business and technical account management. This senior leadership role will oversee Professional Services Managers and Individual Contributors, driving customer retention, product adoption, and long-term client relationships. What You'll Do Act as a senior leader within a matrixed Customer Success organization, collaborating with Professional Services, Technical Support, Sales, and other customer-facing teams. Partner with regional and operational leaders to effectively lead global and remote teams. Develop and execute customer retention and renewal strategies to meet or exceed targets. Collaborate with Sales leadership to improve product adoption and penetration within existing customer portfolios. Drive continuous improvement in customer experience, support, and service delivery Provide leadership input on partner enablement, implementation performance, and operational effectiveness Identify and implement new roles, processes, tools, and KPIs aligned with business growth and maturity Support customers in maximizing value from existing products and solutions. Oversee account assignments to Technical Account Managers and Technical Success Advisors. Maintain awareness of competitive solutions to guide opportunity development and strategic positioning. Coach leaders and team members to proactively identify customer needs and address objections through solution-based approaches. Track and measure performance through retention metrics, customer satisfaction, and references. Conduct regular one-on-one meetings, coaching sessions, and performance reviews Lead recruitment, hiring, and workforce planning in collaboration with senior stakeholders Serve as an on-call leader, available as needed to support critical customer situation What We're Looking For 12+ years of experience in customer service, contact centers, or B2B technology. 5+ years of management experience building and leading high-performing teams. Strong background in leading remote teams and global operations. Confident public presence with experience in enablement, training, or speaking. Analytical, inquisitive, and service-oriented mindset. Bachelor's degree required; MBA preferred. Financial Responsibility includes, but not limited to: Own financial responsibility for assigned segments, including staffing, expenses, and budget management Ensure accurate billing, invoicing, and adherence to contractual agreements Approve credits, adjustments, and expenditures in line with company policies Drive quarterly implementation and operational performance goals Job Details: Direct hire with the client Hybrid set up (2Xonsite, 3X WFH), US Work hours. Regular Employment