Full-Time Senior Director, Americas Customer Success

We are seeking a dynamic and visionary Senior Director of Customer Success to lead our Americas region. This leader will be responsible for evolving and scaling our customer success organization, with a strong focus on delivering measurable business outcomes, elevating the customer experience, and enabling the long-term success of both our customers and teams.

The ideal candidate brings a proven ability to lead complex customer engagements, a passion for innovation through AI-driven technologies, and a commitment to fostering a high-performance team culture.

They will be instrumental in advancing our ability to proactively manage the customer lifecycle—from onboarding through renewal—while aligning to strategic business goals.

1. Lead the regional Customer Success function, ensuring that every engagement—whether human-led or digitally delivered—is designed to drive clear and measurable customer outcomes.
2. Build and maintain strong relationships with Key Customers ensuring their needs are met and expectations exceeded.
3. Continuously optimize our customer engagement strategies to align with lifecycle maturity and account segmentation, ensuring comprehensive coverage across our growing and diverse customer base.
4. Collaborate cross-functionally with Sales, Product, Support, and Marketing to build a frictionless customer journey focused on value realization, retention, and expansion.
5. Champion a data-informed approach to customer management by embedding predictive analytics and AI tools that enable early risk identification, personalized experiences, and scaled engagement models.
6. Embed feedback mechanisms that ensure the voice of the customer is systematically captured, analyzed, and translated into actionable insight—driving improvements across the business.
7. Develop and maintain dashboards and reporting mechanisms that track key metrics aligned with industry standards and internal goals, with visibility at all leadership levels.
8. Cultivate an inclusive, future-ready team culture that embraces innovation, agility, and accountability. Invest in career development and capability building to support both current needs and future growth.

Requirements

• +8 years of experience in Customer Success, Onboarding, or Professional Services roles, with at least 8 years in a leadership capacity.
• Proven expertise in managing global SaaS onboarding programs, driving adoption, and accelerating time-to-value.
• Strong understanding of customer success methodologies, subscription models, and SaaS customer journeys.
• Experience with customer engagement strategies, data-driven decision-making, and process automation.
• Ability to lead cross-functional initiatives and influence senior stakeholders.
• Exceptional communication, relationship-building, and problem-solving skills.
• Comfortable working in a fast-paced, evolving environment, balancing strategic and hands-on execution.
• Willingness to travel as needed.

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