Full-time · Remote
Senior Director of Customer Success
This is a high-leverage leadership role for a SaaS veteran who wants to redefine Customer Success through the lens of automation and AI. You will own the entire retention and onboarding lifecycle for a platform powering billions of messages, making it a perfect fit for a builder who loves both strategy and execution. The role is unique for its focus on 'scaled' success—using technology rather than just human hours to drive value.
Customer.io · Portland, Oregon, United States · Posted 23 April 2026
The role
Overview
This is a high-leverage leadership role for a SaaS veteran who wants to redefine Customer Success through the lens of automation and AI. You will own the entire retention and onboarding lifecycle for a platform powering billions of messages, making it a perfect fit for a builder who loves both strategy and execution. The role is unique for its focus on 'scaled' success—using technology rather than just human hours to drive value.
What they need
Requirements & Skills
Key Responsibilities
- Accountability for NRR, retention rates, and onboarding efficiency across the entire organization
- Designing and deploying AI-powered systems to increase operational capacity
- Leading executive-level business reviews and onsite meetings for strategic enterprise clients
- Developing and evolving engagement models for SMB, mid-market, and enterprise tiers
- Mentoring and coaching the CS management layer to foster a high-performance culture
- Collaborating with Product and Engineering to ensure the customer voice drives development
Essential
- Minimum of 10 years in Customer Success or equivalent client-facing roles
- At least 5 years of experience in a senior leadership capacity (Director or Senior Director level)
- Demonstrated history of driving Net Revenue Retention (NRR) and customer adoption in a B2B SaaS environment
- Experience managing diverse customer segments, specifically mid-market and enterprise accounts
- Proven ability to manage and develop high-performing teams of managers and individual contributors
Preferred
- Experience implementing AI and automated systems to scale customer success operations
- Strong background in systems thinking and operational design
- Experience working closely with CRO-level leadership on revenue strategy
Key Skills
Strategic account managementExecutive-level communication and relationship buildingData-driven decision makingOperational excellence and process designCross-functional collaborationAI and automation literacyConflict resolution and account stabilizationInclusive leadership and coaching
Networking
People to Know
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Perks
Benefits & perks
- Remote-friendly work environment
- Opportunity to lead a global CS organization
- Direct influence on company-wide growth strategy
- Collaborative and inclusive company culture
- Exposure to cutting-edge AI and automation tools
- High-impact role reporting to the C-suite
Next step
Apply now
Found via euremotejobs.com