Director, Client Success

About the role

We are seeking a Director of Client Success to lead and scale a high‑performing organization that delivers measurable value across a fast‑growing partner ecosystem. This senior leader will own the full customer lifecycle—from onboarding through renewal—ensuring strong adoption, retention, and expansion in a cybersecurity or enterprise SaaS environment.

Key responsibilities

• Build, scale, and mentor a data‑driven Client Success team.
• Own end‑to‑end partner lifecycle, including onboarding, adoption, engagement, renewal, and expansion.
• Develop and operationalize playbooks, workflows, and standardized frameworks for consistency and scalability.
• Partner with Sales, Product, and Technical Support to align on customer needs and feedback.
• Design AI‑powered health scoring, churn prediction models, and automated engagement workflows.
• Leverage product telemetry and usage analytics to identify adoption gaps and growth opportunities.
• Define and track metrics such as NRR, GRR, Time‑to‑Value, product adoption, and expansion revenue.
• Present insights and performance outcomes to executive leadership.
• Drive continuous improvement through automation, AI tooling, and process optimization.

Required profile

• 8+ years of experience in Customer Success, Account Management, or related client‑facing roles.
• 5+ years in leadership positions with proven retention and revenue growth (NRR/GRR) in SaaS or cybersecurity.
• Strong understanding of technical B2B products and complex enterprise environments.
• Demonstrated ability to build and scale Customer Success teams and operational frameworks.
• Experience using data, analytics, and predictive models to drive outcomes.

Required skills