About Our Client

Our client is a pioneering leader in data management solutions, specialising in Master Data Management (MDM) as a top-tier Microsoft partner. By delivering cutting-edge, cloud-native solutions, they empower organisations across industries from healthcare to manufacturing and energy to harness the full potential of their data.

Their scalable, ROI-driven approach enables clients to fuel innovation and strategic decision-making. With a growing organisation of almost 200 people, the company is proud of its customer-centric and results-oriented culture, which has earned them a “Great Place to Work” certification. If you’re passionate about data management and building world-class customer success organisations, this is a rare opportunity to lead at the forefront of how businesses leverage data.

Role Overview

Reporting to the Chief Customer Officer, the Director of Customer Success is a player-coach leader responsible for building and scaling a high-performing Customer Success team. You will directly manage a team of 6–7 Customer Success Managers covering enterprise MDM accounts across North America, while owning the strategic programmes, processes, and cross-functional relationships that drive retention, expansion, and customer-led growth.

This role sits at the intersection of customer outcomes, revenue, and organisational leadership – serving as the operational backbone of the post-sales customer journey and a key voice in the company’s go-to-market strategy.

You will oversee a combined portfolio of approximately $35–40M USD in managed ARR, set the strategic direction for the CS function, build the systems and frameworks your team needs to succeed, and personally engage at the executive level on your most strategic accounts.

The hiring manager is recognised for her empowering leadership style and champions high-performing, independent leaders who thrive in transparent and collaborative environments. This is a role for someone who wants to build, not just manage, and who can balance operational rigour with genuine relationship depth.

Key Responsibilities

Team Leadership and CSM Performance

Lead, coach, and develop a team of Customer Success Managers who collectively manage a portfolio of enterprise accounts across multiple segments, industries, and deployment models.

• Set clear performance expectations aligned to team KPIs including Gross Revenue Retention (GRR), Customer Advocacy, and qualified lead generation (CSQLs).

• Conduct regular 1:1s, pipeline reviews, and account strategy sessions to proactively surface risk and opportunity across the portfolio.

• Own CSM compensation plan administration in partnership with Finance and the CCO, including variable compensation tied to GRR attainment and CSQL bookings.

• Build a coaching culture grounded in accountability, growth, and customer-centricity.

• Recruit, onboard, and ramp new CSMs as the team scales.

• Establish consistent performance standards, onboarding frameworks, and career development pathways.

• Act as an escalation point and strategic partner for your team on complex or at-risk accounts. 

Retention and Gross Revenue Retention

• Own the team’s collective GRR target, ensuring the CSM team consistently exceeds annual gross retention targets with quarterly accountability.

• Maintain a real-time view of renewal health across the full portfolio; ensure CSMs are proactively managing at-risk accounts well ahead of renewal dates.

• Serve as an executive escalation point for high-stakes renewal situations, bringing in the CCO, CTO, and other senior resources as needed.

• Partner with Sales leadership to align on renewal strategy where expansion plays are involved, ensuring clean handoffs and coordinated account coverage.

• Drive adoption of the company’s customer segmentation model and corresponding engagement motions across the team.

• Identify systemic risks and opportunities across the portfolio and lead proactive intervention strategies. 

Executive Value Programme Leadership

Champion and operationalise the company’s structured executive engagement programme as a strategic differentiator in the post-sales motion, connecting MDM adoption directly to the business outcomes customer executives care about.

• Lead the programme end-to-end: process design, enablement, quality, and measurement.

• Ensure every new customer receives a structured executive engagement immediately following deal close, in coordination with Sales, PreSales, and Professional Services.

• Coach CSMs through the full engagement lifecycle – from pre-workshop discovery through facilitation, Customer Success Planning, and quarterly impact reviews.

• Use engagement outcomes to drive C-suite multi-threading, reduce churn risk, and create a repeatable path from adoption to strategic alignment.

• Track and report programme metrics including Mutual Customer Success Plans within 30 days of close and downstream impact on NRR and CSQL generation.

• Collaborate with Sales to leverage programme outcomes in expansion conversations and positioning.

Executive Relationship Management

• Personally engage at the C-suite and senior leadership level on strategic accounts, positioning yourself as a trusted advisor and platform champion.

• Represent the voice of the customer internally, influencing product direction, roadmap priorities, and go-to-market strategy.

• Support your team in building and maintaining multi-threaded executive relationships across their own accounts. 

Revenue and Expansion

• Partner with the Sales team to convert customer health and outcome data into pipeline, ensuring the CS team is a meaningful source of qualified revenue growth.

• Inspire a team culture where CSMs are proactively identifying, nurturing, and formally qualifying expansion opportunities within their accounts.

• Own CSQL targets for the team; ensure CSMs understand how to recognise and route qualified leads and that variable compensation reinforces this behaviour.

• Partner with Sales and Product on upsell and cross-sell initiatives, helping shape expansion plays within existing accounts.

• Own CS-influenced revenue metrics including GRR, NRR, and expansion ARR, reporting to senior leadership with clarity and accountability. 

Process and Operational Excellence

• Build the operational foundation that allows the CS team to scale efficiently and make data-driven decisions.

• Drive consistent and accurate account documentation across the CS platform, including health scores, stakeholder maps, adoption status, and engagement stage.

• Co-own the definition and evolution of a metrics dashboard the CCO uses to report CS performance to senior leadership.

• Continuously refine the team’s playbooks, engagement templates, and segmentation model.

• Leverage data and customer health signals to create a proactive, insight-driven CS motion.

• Identify patterns across the portfolio – common risk signals, expansion triggers, onboarding bottlenecks – and translate them into team-wide process improvements.

• Collaborate closely with Sales, Product, and Implementation to ensure a seamless customer journey from onboarding through to renewal.

   

Who You Are

Experience

• 7+ years of experience in Customer Success, Account Management, or a related post-sales function in B2B enterprise software.

• 2+ years in a Customer Success leadership role, with direct experience managing and developing a team of CSMs; strong CS practitioners moving into their second leadership role will also be considered.

• Demonstrated track record of owning and exceeding GRR/NRR targets in a complex, multi-segment portfolio.

• Proven experience managing complex enterprise accounts or overseeing teams that do, ideally with individual books of business in the $4–5M+ USD range.

• Experience facilitating executive business reviews or value-based customer engagements (EBR, QBR, or structured impact programmes).

• Experience operating across multiple geographies or time zones is highly regarded.

• Familiarity with MDM, data management, data governance, or adjacent enterprise data platforms strongly preferred.

• Proficiency with Salesforce; experience building or managing CS health scoring and reporting. 

Leadership and Influence

• A natural leader who develops talent, builds trust quickly, and creates clarity in ambiguous environments.

• Comfortable operating at both the strategic and executional level; you can set direction and roll up your sleeves when needed.

• Strong executive presence with the ability to engage credibly at the C-suite level internally and externally.

• Strong cross-functional collaborator – comfortable working with Sales, Professional Services, Product, and C-suite stakeholders. 

Commercial and Analytical Acumen

• Solid understanding of CS metrics and how to use data to manage team performance and customer health.

• Outcome-driven with a bias for action; you design systems that drive results, not just activity.

• Business and IT fluency: capable of bridging technical platform capabilities with business value conversations.

• Excellent written and verbal communication skills; able to translate technical outcomes into business value narratives.

  
  

Why Join?

This is a genuine leadership opportunity at a company that takes Customer Success seriously as a commercial function. You will have the scope to build, the support of a strong hiring manager, and a team that is already performing well. Your job is to take it to the next level.

The company is growing, the culture is strong, and the product is genuinely differentiated in the MDM space. If you want to lead a global CS function, own meaningful revenue outcomes, and do it with a team that values your experience and autonomy, this is the role.