Director of Enterprise Customer Success Managers (Remote in US)

Job Description

Job Description

Salary : $140,000 - $150,000 base plus quarterly variable compensation

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

Requirements

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