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Position Overview

We are looking for an experienced and strategic Director of Customer Success to lead and scale our CS organization. This role will be responsible for driving customer retention, client satisfaction, account growth strategies, and overall customer health across a complex environment that combines SaaS, services, security, and intelligence solutions.

The Director of CS will oversee the Customer Success function above the Head of CS level, partnering closely with cross-functional teams including Compliance, Security, Legal, Technical Support, and Operations. This is a highly client-facing, strategic, and operational role requiring strong leadership, technical understanding, and exceptional communication skills.

The ideal candidate is both business-oriented and technically capable, with deep experience managing enterprise clients, preserving at-risk accounts, mentoring teams, and navigating compliance-heavy environments.

Key Responsibilities

• Lead and manage the Customer Success organization, including mentoring and developing the CS leadership team
• Own customer retention strategy and drive long-term client success and satisfaction
• Manage escalations and preserve at-risk accounts, including clients considering cancellation
• Build and execute growth and adoption strategies across existing accounts
• Oversee customer health score frameworks and ensure proactive account management
• Supervise and collaborate closely with Technical Support teams to ensure high service quality
• Conduct strategic client calls and executive-level relationship management
• Partner with Compliance, Security, Legal, and Ethics stakeholders to support customer requirements and risk management
• Ensure alignment with company policies, code of conduct, and regulatory expectations
• Drive operational excellence across customer lifecycle processes
• Provide leadership during critical incidents and be available for urgent customer escalations when needed
• Analyze customer data and trends to improve retention, engagement, and overall customer experience