Director of Enterprise Customer Success Managers

The Director, Enterprise Customer Success is a high-impact leadership position focused on ensuring Enterprise customers achieve maximum value from our products and solutions. Working closely with the Sr. Director of Customer Success, this leader is accountable for strategy, execution, and outcomes across our North American Enterprise customer base.

This role is responsible for driving retention, growth, and customer advocacy within our Enterprise accounts, while building scalable processes and enabling the Customer Success team to deliver consistently strong engagement and business outcomes for Enterprise customers.

Responsibilities

The primary responsibilities of this role include:

Leadership

• Define and implement the Enterprise Customer Success strategy for North America in alignment with global goals.
• Provide visible, effective leadership to the Enterprise Customer Success Managers (CSMs).
• Build a culture of accountability, solution orientation, and continuous improvement.
• Act as a trusted advisor, escalation point, and subject matter expert for Enterprise accounts.
• Develop talent through regular feedback, coaching, and performance reviews.
• Own customer retention and expansion strategies for the Enterprise segment.
• Monitor churn risk, usage patterns, and health scores across all Enterprise accounts; proactively implement mitigation plans.
• Partner with Consulting Psychology and Product teams to deliver data-driven, diagnostic insights to Enterprise customers.
• Build executive-level relationships within strategic accounts to influence renewals and upsell opportunities.
• Collaborate with Sales and New Business teams to ensure seamless customer lifecycle management.
• Establish messaging, scripts, and positioning tailored for Enterprise engagement and expansion.

General

• Develop scalable processes, playbooks, and onboarding materials tailored to Enterprise Customer Success.
• Drive Enterprise-focused product launches and GTM initiatives, working closely with Product Marketing.
• Monitor and report KPIs including churn, renewals, upsell, and customer lifetime value.
• Lead recruiting, onboarding, and training for Enterprise CSMs.
• Participate in leadership meetings and contribute to organizational planning and strategy.

Requirements

To be successful in this role the incumbent will demonstrate the following:

• Proven ability to lead and inspire teams supporting Enterprise customers.
• Strong strategic acumen with experience designing and executing Enterprise customer success strategies.
• Deep analytical and problem-solving skills; able to use data to anticipate churn, identify opportunities, and drive proactive customer management.
• Exceptional executive communication and presentation skills; comfortable influencing C-Suite stakeholders.
• Strong commercial acumen and ability to align Customer Success with revenue growth objectives.
• Experience with SaaS, HR tech, or related industries preferred.
• Prior Salesforce experience strongly regarded.
• 10+ years of relevant SaaS experience, including 5+ years in leadership roles directly managing Enterprise accounts.
• Ability to manage geographically dispersed teams and foster cross-functional alignment.