Director, Customer Success

As Director, Customer Success, you will lead and scale the post-sale customer journey, from onboarding and adoption to retention and expansion.
You will build a high-performing Customer Success organization designed to deliver measurable customer outcomes while leveraging AI to increase efficiency and impact.
In this player-coach leadership role, you will develop a talented team of Customer Success Managers and establish scalable processes for enterprise and mid-market customers.
You will collaborate closely with Sales, Product, Engineering, and Support to strengthen customer relationships and influence product strategy.
By combining technical expertise, data-driven decision-making, and executive-level engagement, you will help customers maximize the value of advanced security solutions.
This is an opportunity to shape an AI-native Customer Success function in a fast-growing environment where ownership, innovation, and continuous improvement are essential.

The ideal candidate combines proven Customer Success leadership with technical credibility, commercial ownership, and practical experience using AI to improve customer outcomes and operational efficiency. You should bring:

• 10+ years of experience in Customer Success or post-sale leadership within a B2B SaaS company.

• At least 5 years of experience leading Customer Success teams.

• A demonstrated track record of owning retention and expansion metrics, including GRR and NRR, and building and scaling Customer Success organizations.

• The ability to establish credibility with CISOs and security practitioners, supported by a strong understanding of SaaS, identity technologies such as SSO, IAM, and OAuth, APIs, and integrations.

• Hands-on experience applying AI to Customer Success, including solutions such as LLM-powered workflows, predictive customer health scoring, or automated customer engagement, with measurable results.

• A data-driven mindset and experience using Customer Success platforms, CRM systems, and business intelligence tools to guide decisions and improve performance.

• Strong executive presence, communication, stakeholder management, and relationship-building skills.

• Experience leading and developing remote teams across a distributed work environment.

• A builder’s mindset, with the ability to establish processes, navigate ambiguity, and adapt quickly in a high-growth company.

• A commitment to continuous learning and the ability to coach teams through evolving AI and security technologies.