Director, Account Management (Customer Success)

About the Opportunity

We are partnering with a rapidly growing global B2B SaaS organization that develops technology used by millions of users worldwide. The company serves a diverse customer base ranging from individual developers and startups to large enterprise organizations.

As the business continues to scale its enterprise customer success function, it is seeking an experienced leader to drive strategic transformation focused on customer revenue growth, retention, operational excellence, and AI-enabled productivity.

This is a highly visible leadership role with significant influence across the business and direct ownership of post-sale revenue growth and customer success outcomes.

Why This Role Exists

The business is entering a new phase of growth and is focused on three strategic priorities:

1. Shift from renewal management to expansion partnership. The current CS motion exists as very large books run across mostly transactional renewals. To deliver durable NRR growth in the enterprise customer base, you’ll lead the shift into proactive expansion partnership at the top of the book—executive relationships, success plans tied to customer outcomes, and a structured EBR cadence—while letting more scaled motions and auto-renewal handle the long tail.

2. Move to more tiered, AI-leveraged coverage. Elevate the account management approach by building a tiered coverage model where top accounts get managed-CS depth and the long tail is served by AI-powered playbooks, automation, and self-service enablement. Leverage AI as the productivity lever driving efficient, enterprise-quality account management.

3. Establish Account Management and Customer Success best practices. Set the bar for what enterprise-grade customer success looks like, defining scalable standards and account management methodology across the business.