Director, Enterprise Customer Success Job at Workato (Denver)

Director, Enterprise Customer Success

LearnUpon is seeking a Director of Enterprise Customer Success in Philadelphia, ...

Location

United States , Philadelphia

Salary:

130000.00 - 180000.00 USD / Year

EdTech Jobs

Expiration Date

Until further notice

Requirements

5+ years leading Customer Success, Professional Services, or Implementation teams in a SaaS environment
Proven experience owning or materially influencing retention, renewals, and commercial outcomes
Experience leading managers and multi-layered organizations
Strong business and financial acumen, with comfort operating against retention and renewal targets
Leadership presence and confidence engaging with C-suite stakeholders
Demonstrated ability to lead teams through change and scale
Experience operating across multiple regions and time zones
Proficiency with CRM and CS platforms (e.g. Salesforce, Planhat, Gainsight, etc.)

Job Responsibility

Own the Enterprise CS operating model, engagement frameworks, and playbooks to ensure scalable, high-impact customer journeys
Drive Gross and Net Revenue Retention through proactive risk management and accurate renewal forecasting
Design onboarding and success motions that accelerate time-to-value and demonstrate measurable ROI for complex accounts
Collaborate with Sales to identify and secure expansion opportunities grounded in proven customer success
Recruit, mentor, and scale a high-performing team, fostering commercial acumen and operational excellence
Partner with CS Ops to define capacity models, account ratios, and the tooling required for Enterprise scale
Define and monitor key Enterprise KPIs to optimize team performance and identify trends in customer health
Serve as the "Voice of the Enterprise Customer" to internal Product and R&D teams to influence the roadmap
Act as the lead executive point of contact for high-stakes customer situations and resolution strategies
Navigate ambiguity with decisive judgment, balancing empathy with high accountability to drive organizational clarity

What we offer

Competitive salary and company ESOP
Comprehensive private health insurance scheme and 401k
25 days annual leave + 1 annual company wellness day off
Work in a fun and supportive environment with regular team events
Structured learning and development opportunities

Fulltime

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...

Location

Canada , Toronto

Salary:

192000.00 - 264000.00 CAD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
a four year degree or equivalent
demonstrated ability to manage customer accounts in conjunction with sales organizations
exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter.

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects

What we offer

Competitive salary
comprehensive benefits package from day one
flexible work arrangements
company equity
ESPP (Employee Stock Purchase Program)
retirement or pension plan
generous paid vacation time
paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Senior Director, Enterprise Customer Success

PagerDuty is a global leader in digital operations management, enabling customer...

Location

United States , Atlanta

Salary:

180000.00 - 275000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
Take on new challenges and the ability to work through uncertainty
Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
A four year degree or equivalent
Demonstrated ability to manage customer accounts in conjunction with sales organizations
Consistently delivering against targets
reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful
Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
Forecast renewals by working cross functionally with sales, renewals and operations

What we offer

Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

New

Customer Success Director

We are on the look out for a dynamic Customer Success Director to lead our EMEA ...

Location

United Kingdom , Surrey, Greater London

Salary:

Not provided

Retail Insight

Expiration Date

Until further notice

Requirements

You’ve worked with enterprise level Customer Success teams before (ideally at Director level or close to it)
You know how to balance customer experience with commercial impact
You’re hands-on when needed but equally strong at setting direction
You actually enjoy building teams and helping people level up
Previous work in SaaS, retail or data/analytics
Fluency in multiple languages is a big hit for us

Job Responsibility

Acting as our biggest advocate and go to person across our EMEA client base
Owning retention, growth and customer health across the region
Building strong relationships with senior stakeholders (think Director / VP / C-suite)
Spotting opportunities to grow accounts and working closely with Sales on expansion
Shaping how we do customer success. Things like processes, lifecycle, how we engage clients etc
Keeping a close eye on the data (NPS, churn, adoption etc.) and using it to improve things

What we offer

Flexible Working
Time Off (25 days annual leave + bank holidays, extra day off for birthday, summer hours)
Learning & Development (access to courses, career progression plans)
Health & Wellbeing (Private Medical Insurance, healthcare cash plan, mental health support, workspace assessment)
Giving Back (paid volunteer days, charity donation matching, Give as You Earn)
Extra Perks (car purchase scheme, gym discounts)

Fulltime

Director, Customer Success

As the Director, Customer Success (Regional Leader), you will hold the keys to t...

Location

India , Chennai

Salary:

Not provided

Appian Corporation

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent practical experience
10+ years of professional experience with a proven track record of leading operations, resource management, or regional hub delivery within a global enterprise software company or top-tier consulting firm
Direct experience working within a US-headquartered organization, with a demonstrated ability to successfully navigate the pace, operating frameworks, and communication style of a US-based matrixed business
Deep expertise in managing resource management metrics, including billable utilization, capacity planning, and operational forecasting
Demonstrated experience in people management, including performance development, compensation planning, and scaling large teams
Strong financial acumen with experience managing regional budgets and internal charge-back models
Ability to work on-site 5 days a week at our Chennai office

Job Responsibility

Build and Scale the Team: Define hiring profiles in collaboration with Capability Leaders and Talent Management, support interviewing, and manage headcount growth to keep supply aligned with the SSC's expanding service portfolio
Set and Uphold the Standard: Establish a culture of excellence and intensity across the Chennai team
Own the Supply Side of the Business: Maintain complete visibility into available capacity across all resource pools and make final consultant assignment decisions
Drive Utilization Performance: Monitor and manage billable utilization across the Chennai team as an active, ongoing discipline
Govern Regional Finances: Collaborate closely with operations to manage cost tracking, theater charge-backs for unbillable work, and financial discipline across the SSC
Create and Run Operational Governance: Lead the BAU steering cadence, manage the staffing conflict resolution process, and enforce the lead-time and forecasting expectations that theater leaders must meet
Lead People and Organizational Health: Own the full people management lifecycle for the Chennai team, including performance reviews, career development conversations, compensation inputs, and HR matters

What we offer

Training and Development
Growth Opportunities
Community
health coverage
Employee Assistance Program (EAP) with free mental health support
life and disability insurance
Employee Stock Purchase Program (ESPP)
retirement/pension plan
wellness dollars
tuition reimbursement

Fulltime

Strategic Customer Success Director

TrueLayer’s Customer Success team owns the entire lifecycle of our customers. We...

Location

United Kingdom , London

Salary:

Not provided

Social Value Portal Ltd

Expiration Date

Until further notice

Requirements

Enterprise leadership experience: Proven track record of building senior relationships (including C-level) and delivering meaningful business outcomes
Domain expertise: Strong understanding of payments, fintech, or complex technology products, with the ability to engage on both commercial and technical topics
Customer-first mindset: You balance creativity and structure to solve customer problems and deliver impact
Strategic and executional: Able to set direction while staying close enough to execution to ensure quality and pace
Highly collaborative: Comfortable influencing across functions and driving alignment in a fast-moving environment
Clear communicator: Strong written and verbal communication skills, with the ability to simplify complexity

Job Responsibility

Set and execute strategy: Define and deliver a clear, commercially ambitious Customer Success strategy focused on driving customer outcomes, product adoption, and long-term value
Build for scale: Design and implement frameworks that enable the team to operate effectively across business development, relationship management, delivery oversight, and program execution
Own enterprise relationships: Build deep, trusted relationships across enterprise customers—from C-level to day-to-day stakeholders—driving advocacy, retention, and growth
Drive commercial impact: Deliver measurable business outcomes through upsell, cross-sell, and increased share of wallet, using data, insight, and strong influencing skills
Own performance: Define and drive KPIs for your high profile portfolio (e.g. revenue growth, net revenue retention, product adoption, customer satisfaction, strategic program success)
Partner cross-functionally: Work closely with Sales, Product, Integrations, Marketing, and Client Care to remove friction, drive alignment, and deliver for customers
Be the voice of the customer: Bring clear, structured customer insight into the business
influence product direction and prioritisation
Stay close to the detail: Personally own and manage a portfolio of of highly strategic customers

What we offer

Meaningful equity in the company
Flexible hours and hybrid working. Split your time 50/50 between working from home and our welcoming offices in London and Milan , spending 2-3 days per week in the office
A one-off remote-working budget to help you set up your home office
24 days holiday as standard with flexible bank holidays, so you can take those days whenever you like
12 fully-paid wellbeing days a year and your birthday off (on top of the holiday allowance)
2 volunteering days to support causes important to you
90 day ‘work from abroad’ policy
Generous parental leave, above and beyond statutory requirements
Competitive pension contribution at 4% & 4%
Private health insurance from the day you start

Fulltime

Director, Customer Success

BlackLine is seeking a visionary and results-oriented Director of Strategic Cust...

Location

United States , New York

Salary:

175000.00 - 219000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

10+ years of leadership experience in Customer Success, Strategic Account Management, or a related function within a B2B enterprise SaaS environment
5+ years of experience managing and scaling high-performing teams
Demonstrated success managing a portfolio of large, complex, and high-value enterprise accounts
Exceptional ability to engage, influence, and build credibility with senior executives (CFO, CAO, Controller)
Strong familiarity with the principles of accounting and finance
Proven ability to develop and execute sophisticated, data-driven account strategies
A Bachelor's degree is required
an MBA or equivalent advanced degree is highly preferred

Job Responsibility

Develop and implement a forward-thinking success framework
Cultivate deep, trusted-advisor relationships with C-level executives and key decision-makers
Lead, mentor, and inspire a high-caliber team of CSMs
Architect and oversee programs that ensure customers are maximizing their investment
Own the key commercial outcomes for your portfolio, including Gross and Net Revenue Retention (GRR/NRR)
Serve as the powerful internal advocate for our strategic accounts
Drive operational excellence by leveraging data to manage portfolio health, forecast renewals, and mitigate risk

What we offer

short-term and long-term incentive programs
robust offering of benefit and wellness plans

Fulltime

Customer Success Director

The Customer Success Director at NTT DATA is a pivotal leadership role responsib...

Location

United States of America

Salary:

160000.00 - 296000.00 USD / Year

NTT DATA

Expiration Date

Until further notice

Requirements

Ability to develop and maintain solid stakeholder relationships
Excellent communication skills (verbal and written) coupled with good questioning skills
Significant leadership skills and ability to drive standards of performance
Significant understanding of financial statements and metrics
Significant ability to interpret complex data/reports, derive business insights and define relevant operating responses
Significant understanding of organization's high-level operating model
Significant understanding of the organization's services business and commercial service offerings available
Significant knowledge and understanding of IT service environment, service operations and ITIL practices
Demonstrates a significant understanding of and the ability to position “partnership” offerings
Significant understanding of company approach to Client Success Management

Job Responsibility

Accountable for the achievement of services revenue and gross profit targets for the region through in-contract growth and on-time renewals
Leads a cross functional team of professionals
Provides mentoring, coaching and manages the performance and professional development of their cross functional team
Continuously upskills and improves the capability of the Client Success Management professionals
Accountable for development of client contract strategies
Works closely with Client Success Management professionals and other client-facing stakeholders
Remains constantly informed of major service delivery or relationship issues affecting key clients
Develops and maintains relationships with key strategic clients
Contributes to the development of Group Client Success Management strategy
Ensures alignment to the Client Success Management operating model and strategy

What we offer

Medical, dental, and vision insurance
Flexible spending or health savings account
Life, and AD&D insurance
Short-and long-term disability coverage
Paid time off
Employee assistance
Participation in a 401k program with company match
Additional voluntary or legally required benefits

Fulltime

Select Country

Director, Enterprise Customer Success

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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