Director of Customer Success [NYC]

Director of Customer Success - NYC on site

About the Company

We are helping our client, a fast-growing software company that builds a platform for real-time access to structured public web data. Their platform serves enterprise customers across retail, ecommerce, financial services, and high tech, enabling them to power competitive intelligence, analytics, automation, and AI training workflows.

About the Role

In this role, you will lead the next stage of growth for the Customer Success organization. This position is designed to support scale as the business transitions into larger enterprise customers and increased revenue complexity.

Reporting directly to the Vice President of Customer Success, you will operate as a senior partner to leadership. The role sits intentionally between strategic leadership and hands-on execution.

You will be responsible for scaling the Customer Success function, improving retention and expansion, owning customer strategy execution, and acting as a senior external-facing leader for strategic accounts. This role requires independence, strong commercial ownership, and comfort with ambiguity in a startup environment.

Responsibilities:

· Lead and manage the global Customer Success team.

· Act as a player-coach by managing a personal portfolio of strategic customer accounts.

· Own execution of customer retention and expansion strategy.

· Drive Net Revenue Retention performance with a strong focus on account growth.

· Partner closely with Sales to support expansion opportunities and post-sales alignment.

· Lead strategic customer conversations, including executive reviews and long-term success planning.

· Mentor, develop, and upskill Customer Success Managers to improve execution quality and maturity.

· Hire and onboard additional Customer Success Managers as the organization scales.

· Build structure, discipline, and repeatable processes within the Customer Success organization.

· Translate customer needs into clear internal priorities in collaboration with Product, Engineering, and Solutions teams.

Requirements:

· MUST: 6+ years of experience in Customer Success or post-sales leadership roles within B2B SaaS environments.

· MUST: 4+ years of CS-related people management experience.

· MUST: Experience owning Net Revenue Retention and expansion targets.

· MUST: Background in SaaS companies operating at or above 20M ARR.

· MUST: Proven experience scaling a Customer Success organization in a high-growth environment.

· MUST: Startup experience within organizations of up to one hundred employees.

· Strong experience working with enterprise or upper mid-market customers.

· Ability to engage confidently with technical stakeholders, including engineering and data teams.

· Experience working with complex SaaS platforms or technical products.

· Based in the New York City area or within commuting distance.

· MUST: Ability to work in a hybrid model with mandatory in-office presence on Monday, Tuesday, and Thursday.

What the Company Offers:

· A senior leadership role with direct exposure to executive decision-making.

· The opportunity to build and scale a global Customer Success organization.

· Competitive compensation structure aligned to retention and expansion performance.

· A professional hybrid working environment based in New York City.