Director of Customer Success Management

Define and scale a proactive, lifecycle-driven Customer Success Management organization that improves retention, expansion, and customer advocacy at scale. Own customer value realization, adoption, risk mitigation, and executive stakeholder engagement. Recruit, coach, and develop CSMs and managers while implementing operating cadences, health scoring, and playbooks. Partner across onboarding, support, product, engineering, and sales, leveraging AI-augmented workflows for just-in-time enablement.