Director, Customer Success (SaaS)

TL;DR

Director, Customer Success (SaaS): Leading and scaling the Customer Success organization within the North region to drive adoption, long-term retention, and revenue growth with an accent on net revenue retention and customer lifecycle strategy. Focus on implementing scalable success playbooks, managing high-performing teams, and strengthening executive-level relationships with strategic accounts.

Location: Remote (Poland / North Region)

Company

AI-powered experience orchestration platform connecting people, systems, and data for over 8,000 organizations worldwide.

What you will do

• Lead and develop a multi-functional team of Customer Success Managers in the North region.
• Define and execute the Customer Success strategy, focusing on proactive, data-driven engagement and health management.
• Own the entire customer lifecycle from onboarding to renewal and expansion to drive NRR and GRR.
• Establish scalable programs, success playbooks, and operational frameworks for a growing customer base.
• Act as an executive sponsor for strategic accounts and represent the voice of the customer to Product, Sales, and Marketing.
• Collaborate with Sales on upsell and cross-sell strategies to maximize revenue growth.

Requirements

• 10+ years of experience managing customer-facing business or technical teams in dynamic environments.
• Proven background in B2B SaaS organizations.
• Experience with both Cloud-based and Premise delivery models.
• Ability to work with multi-national business cultures and lead global teams.
• Willingness to travel 25%+.
• BS degree in Computer Science, Business Management, Engineering, or equivalent industry experience.

Culture & Benefits

• Flexible-first culture with a global team of nearly 7,000 employees.
• Opportunity to work with AI at enterprise scale, including access to cutting-edge AI features.
• Professional growth through mentorship, leadership development, and education support.
• Well-being resources, paid volunteer time, and regionally tailored programs.
• August Free Fridays for team recharge.

Hiring process

• Application review by the Talent Acquisition and hiring teams.
• Initial screening interview via Zoom with a TA Partner.
• Series of interviews with the hiring manager and team members (typically no more than five).