CSM Director

We are seeking an experienced and results-driven Customer Success Director to lead our global CSM teams. This role carries full responsibility for customer retention, expansion, and revenue growth across our customer base.

The ideal candidate brings strong leadership experience and a track record of driving measurable business outcomes through customer success strategy and execution.

Key Responsibilities

• Lead and scale global Customer Success teams across multiple regions.
• Manage and mentor team leads, fostering a high-performance, customer-centric culture.
• Own retention, renewal, and expansion targets across the customer portfolio.
• Implement forecasting processes and ensure predictable revenue outcomes.
• Define and implement global Customer Success processes, playbooks, and KPIs.
• Establish scalable frameworks for onboarding, adoption, and lifecycle management.
• Leverage data and analytics to drive decision-making and continuous improvement.
• Ensure alignment and close collaboration with Sales, Product, Support, Operations and Finance.
• Build strong executive relationships with key enterprise customers.
• Serve as a senior escalation point for complex customer situations when needed.
• Represent the voice of the customer internally and influence product and business strategy.
  
  

• 8+ years of experience in Customer Success or similar customer-facing roles within Tech/SaaS/software companies.
• 5+ years of experience leading and scaling CSM or Account Management teams.
• Proven experience managing managers and teams of 20+ individuals across multiple regions.
• Demonstrated ownership of revenue targets (renewals, retention, expansion).
• Experience working with global enterprise customers.
• Strong analytical and data-driven mindset with the ability to translate insights into action.
• Excellent listening, negotiation, and executive presentation skills.
• Ability to operate in a dynamic, fast-paced environment and drive strategic decisions.
• Demonstrated success in cross-functional collaboration.
• Strong business acumen and technical aptitude.
• Native-level English proficiency (additional languages are an advantage).
• Experience in Sales or commercial roles – a strong advantage.
  
  

• Hybrid work
• Work life balance
• Parking
• Food allowance
• Cellular plan
• Unlimited data plan for traveling
• Discount memberships
• Growth opportunities
• Professional development budget
• Global company- working and collaborating with amazing people around the world
• Fun working environment & company activities
• And of course, air hockey and ping-pong tournaments!