Senior Director, Customer Success Job at Rapid7

Senior Director, Customer Success

Rapid7 is seeking a Senior Director of Customer Success to lead the care, retent...

Location

United States

Salary:

189600.00 - 256500.00 USD / Year

Rapid7

Expiration Date

Until further notice

Requirements

A minimum of 10-15 years of experience in B2B client-facing roles with at least 5+ years specifically leading and developing managers or senior-level CSMs
A proven track record of owning and driving retention, expansion, and adoption metrics within large Customer Success organizations
Strong experience handling complex commercial negotiations and high-level customer escalations
Demonstrated ability to design scalable lifecycle frameworks and leverage CRM/CSM platforms to inform strategy
Excellent cross-functional collaboration skills with the ability to influence internal partners and advocate for customer needs
Ability to travel up to 20% of the time for customer meetings or remote office visits

Job Responsibility

Drive key performance indicators including risk identification, activity management, product adoption, and gross/net revenue retention
Recruit, coach, and motivate a high-performing team, building a customer-focused culture rooted in accountability and measurable impact
Implement scalable processes, dashboards, and reporting cadences to support data-driven decision-making and sustainable growth
Partner with Sales, Product, and Support to influence process improvements and collaborate on expansion strategies based on customer insights
Provide hands-on leadership in complex account scenarios, modeling executive presence during high-level negotiations alongside direct reports
Develop repeatable, consultative methodologies that enable CSMs to deeply understand and deliver on customer objectives

Fulltime

Senior Director, Customer Success

Rapid7 is seeking a Senior Director of Customer Success to lead the care, retent...

Location

United States

Salary:

189600.00 - 256500.00 USD / Year

Rapid7

Expiration Date

Until further notice

Requirements

Proven Leadership: A minimum of 10-15 years of experience in B2B client-facing roles with at least 5+ years specifically leading and developing managers or senior-level CSMs
Metric-Driven Success: A proven track record of owning and driving retention, expansion, and adoption metrics within large Customer Success organizations
Executive Presence: Strong experience handling complex commercial negotiations and high-level customer escalations
Operational Expertise: Demonstrated ability to design scalable lifecycle frameworks and leverage CRM/CSM platforms to inform strategy
Stakeholder Management: Excellent cross-functional collaboration skills with the ability to influence internal partners and advocate for customer needs
Adaptability and Travel: Ability to travel up to 20% of the time for customer meetings or remote office visits

Job Responsibility

Own Strategic Outcomes: Drive key performance indicators including risk identification, activity management, product adoption, and gross/net revenue retention
Lead and Develop Talent: Recruit, coach, and motivate a high-performing team, building a customer-focused culture rooted in accountability and measurable impact
Establish Operational Rigor: Implement scalable processes, dashboards, and reporting cadences to support data-driven decision-making and sustainable growth
Drive Cross-Functional Alignment: Partner with Sales, Product, and Support to influence process improvements and collaborate on expansion strategies based on customer insights
Manage High-Level Escalations: Provide hands-on leadership in complex account scenarios, modeling executive presence during high-level negotiations alongside direct reports
Scale Methodologies: Develop repeatable, consultative methodologies that enable CSMs to deeply understand and deliver on customer objectives

Senior Director, Customer Success Operations

We are seeking a high-caliber, strategic leader to serve as our Senior Director ...

Location

United States

Salary:

162700.00 - 280700.00 USD / Year

Seismic

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Success Operations, Revenue Operations, or GTM Operations roles, including 5+ years in senior leadership within high-growth B2B SaaS
Proven track record of scaling CS operations and driving measurable improvements in NRR, GRR, adoption, and renewal performance across global or multi-regional markets
Deep expertise with Salesforce, modern CS platforms (e.g., Gainsight), BI tools, and enterprise-grade GTM tech stacks
Excel at architecting complex, scalable processes and translating strategy into clear requirements, roadmaps, and operational playbooks
Exceptional analytical and strategic acumen with the ability to convert complex data into clear narratives, decisions, and actions
Strong executive presence and the ability to influence, challenge, and align C‑level and VP‑level leaders across functions
Change leadership experience with a history of driving adoption of new systems, processes, and operating standards
Bachelor’s degree (required) and preferably an MBA or advanced degree in a quantitative, business, or related field

Job Responsibility

Define and operationalize the global Customer Success operations strategy across all post‑sales motions to align with corporate growth objectives and the broader Revenue Operations roadmap
Build and maintain the operating system for net revenue retention by designing lifecycle frameworks, health scoring models, and standardized success plans
Architect scalable processes, systems, and tooling that enable efficient execution, data-driven decision-making, and global team productivity
Partner cross-functionally with Sales, Services, Product, Marketing, Support, and Finance to align handoffs, coverage models, and performance expectations across the customer lifecycle
Lead Customer Success planning and forecasting, including headcount, capacity, segmentation, and revenue predictability in partnership with Finance and GTM leadership
Own KPI frameworks, dashboards, and performance rhythms that surface actionable insights and drive measurable improvements in adoption, retention, and expansion
Operationalize renewal and expansion workflows, rules of engagement, and coverage models to balance customer experience with commercial outcomes
Drive the build-out of digital and scaled Customer Success motions through segmentation, play design, automation triggers, and performance measurement
Ensure data governance, hygiene, and standardization across CS systems of record to maintain accurate, trusted, and actionable customer data
Translate customer insights and adoption trends into prioritized programs, product feedback loops, and roadmap inputs in partnership with Customer Marketing and Product

Fulltime

Senior Director of Customer Success Marketing

Microsoft’s Commercial Cloud & AI Marketing team is at the forefront of shaping ...

Location

United States , Redmond

Salary:

155800.00 - 277200.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in Marketing, Computer Science, Business or related field AND 6+ years experience in business
OR Bachelor's Degree in Marketing, Computer Science, Business or related field AND 8+ years experience in business
OR equivalent experience
6+ years people management experience
Master's Degree in Marketing, Computer Science, Business or related field AND 12+ years experience in business
OR Bachelor's Degree in Marketing, Computer Science, Business or related field AND 15+ years experience in business
OR equivalent experience
8+ years people management experience
10+ years of experience in product marketing, program management, or cloud strategy roles
Proven success leading high-performing and happy marketing teams

Job Responsibility

Lead marketing strategy and execution for Cloud & AI Customer Success
Establish Azure Customer Success vision, approaches and principles and define how they contribute to key moments in the customer journey
Own the inbound and post‑purchase customer journey—from first deployment through optimization—using self‑serve guidance, in‑product experiences, and digital lifecycle marketing
Drive product marketing for Azure Accelerate, Azure Essentials, Pricing, and MDF, ensuring alignment with solution plays and business priorities
Integrate pricing clarity and customer/partner feedback into messaging, guidance, and sales/partner readiness content to ensure messaging reflects real needs and drives adoption
Champion product truth for Azure Essentials guidance, including the Cloud Adoption Framework (CAF), Well‑Architected Framework (WAF), and reference architectures (prescriptive designs that show customers how to deploy Azure successfully) by partnering with engineering and Azure product marketing (PMM) and leveraging AI to increase customer adoption and engagement with Azure
Collaborate to create messaging for key customer success elements and build scalable, repeatable customer success motions that drive adoption, usage, and long‑term value across segments
Build and scale AI‑assisted customer success systems—using automation and agents to deliver clearer guidance, faster onboarding, and better customer outcomes
Manage MDF impact by collaborating to define and execute mutually beneficial projects across marketing, engineering, sales and our silicon partners
Track and optimize business health using Azure Consumed Revenue (ACR) mix & acceleration, Marketing ROI, Web metrics, and product metrics related to customer health, resilience and security

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

Senior Director, Customer Marketing

As a senior leader of the marketing team, reporting to the VP of Marketing & GTM...

Location

United States

Salary:

Not provided

Skyhigh Security

Expiration Date

Until further notice

Requirements

10+ years of progressive experience in marketing with a focus on intentional customer engagement

Job Responsibility

Create and execute a customer advocacy strategy that delivers meaningful customer experiences and fosters brand loyalty, turning customers into advocates
Own the strategy for increasing customer engagement, retention, loyalty, upsell and cross-sell through targeted campaigns, advocacy programs, and cross-functional collaboration with sales, product, and customer success teams
Strategically grow the customer community to engage and nurture customers at various stages in their journey, enabling them to realize better security outcomes
Build, mentor, and manage a high-performing team, fostering a culture that leads with empathy and puts customers first
Gather and analyze customer feedback, usage data, and market trends to inform strategy and optimize performance

What we offer

Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement

Fulltime

Senior Customer Success Executive

Location

United States , New York City

Salary:

80000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Demonstrable experience in a customer success role managing a portfolio of B2B accounts, ideally in a SaaS, data, or intelligence business
Track record of driving adoption and retention outcomes across a mid-market or SMB account portfolio
Experience building multi-threaded stakeholder relationships including engagement at Director level
Strong commercial awareness — understands the link between CS activity and ARR outcomes, and acts accordingly
Experience designing and delivering use-case based training tailored to specific customer workflows and objectives
Evidence of contributing to team capability — mentoring, playbook development, or process improvement

Job Responsibility

Manage a portfolio of mid-market pharma accounts from onboarding through pre-renewal, owning adoption and account health
Develop and execute account-specific adoption plans to drive sustained platform engagement
Identify adoption gaps and expand usage through new use cases, users, and workflows
Build and leverage internal champions to increase engagement and reduce reliance on single contacts
Deliver tailored, use-case-driven training aligned to customers' therapeutic and business priorities
Maintain a clear commercial lens across your portfolio — understand each account's ARR, renewal timeline, budget cycle, and strategic importance
Build the renewal case from day one: document value delivered, track adoption milestones, and ensure the customer has a clear ROI narrative before the commercial window opens
Brief your AM on account health, risk signals, and expansion opportunities with the depth and specificity they need to act - not just status updates
Identify expansion signals proactively - new teams, new therapeutic areas, new decision-makers entering the account - and ensure your AM can convert them
Support at-risk renewal situations by designing and executing intervention plans alongside your AM

Fulltime

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Senior Director, Customer Success

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Senior Director, Customer Success

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