About the Opportunity

We are seeking an accomplished Customer Success Leader to drive customer engagement, long-term retention, and strategic account growth for a rapidly expanding enterprise SaaS organization. This leadership role is responsible for developing customer success strategies that maximize customer value, strengthen executive relationships, and ensure clients achieve measurable business outcomes through the successful adoption of our technology solutions.

As the Customer Success Leader, you will oversee the customer lifecycle from onboarding and implementation through adoption, renewal, and expansion. You will collaborate closely with Sales, Product Management, Professional Services, Technical Support, Marketing, Finance, and Executive Leadership to develop scalable customer success programs that improve customer satisfaction, increase retention, and generate sustainable revenue growth.

The ideal candidate is a strategic and customer-focused leader with extensive experience managing enterprise customer relationships, leading high-performing teams, and building customer-centric operational frameworks. Success in this position requires exceptional leadership, business acumen, communication skills, and the ability to transform customer insights into strategic initiatives that strengthen long-term partnerships.

This is an outstanding opportunity to influence the future of customer experience within an innovative technology organization while leading initiatives that directly impact business growth and customer loyalty.

Essential Duties and Responsibilities

• Develop and execute enterprise customer success strategies that improve customer retention, satisfaction, and lifetime value.
• Lead, mentor, and develop high-performing Customer Success Managers and customer-facing teams.
• Build trusted relationships with executive stakeholders across strategic customer accounts.
• Drive customer onboarding, product adoption, implementation success, renewal planning, and expansion opportunities.
• Establish customer health metrics, success scorecards, and key performance indicators to measure business outcomes.
• Collaborate with Sales to support account growth, renewal forecasting, and customer expansion initiatives.
• Partner with Product Management to communicate customer feedback, feature requests, and market insights that influence product strategy.
• Develop scalable customer engagement programs, success playbooks, and best practices across the customer lifecycle.
• Manage executive-level customer escalations and ensure timely resolution of complex business challenges.
• Analyze customer performance data, adoption trends, churn indicators, and operational metrics to identify growth opportunities.
• Optimize customer success operations through process improvements, automation, and technology enablement.
• Prepare executive business reviews, customer performance reports, and strategic recommendations for senior leadership.
• Partner with Marketing to develop customer advocacy, reference programs, and success story initiatives.
• Ensure customer success initiatives align with organizational objectives, revenue targets, and long-term business strategy.
• Foster a customer-first culture centered on collaboration, accountability, innovation, and continuous improvement.

Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related discipline.
• MBA or Master’s degree preferred.
• 8+ years of progressive experience in Customer Success, Account Management, Client Services, or Customer Operations.
• Minimum 4 years of leadership experience managing enterprise customer-facing teams.
• Proven experience supporting enterprise SaaS, cloud software, AI, or technology organizations.
• Strong understanding of customer lifecycle management, adoption strategies, retention planning, and revenue expansion.
• Experience working with CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, Totango, or similar technologies.
• Strong analytical capabilities with experience using customer performance metrics and operational reporting.
• Demonstrated ability to lead cross-functional initiatives involving Sales, Product, Support, and Executive Leadership.
• Exceptional communication, executive presentation, negotiation, and relationship management skills.
• Strong business, financial, and operational management capabilities.

Personal Capabilities and Qualifications

• Inspirational leadership with a customer-first philosophy.
• Exceptional executive communication and interpersonal skills.
• Strategic thinker with strong commercial and operational business acumen.
• Outstanding problem-solving and decision-making abilities.
• Ability to build trust with enterprise customers and senior stakeholders.
• Strong analytical mindset with experience interpreting customer and business data.
• Excellent organizational and project management capabilities.
• Adaptability within fast-paced, high-growth technology environments.
• High level of integrity, accountability, and professional judgment.
• Passion for customer advocacy, innovation, and continuous improvement.

Strategic Support

The Customer Success Leader serves as a strategic business partner responsible for maximizing customer value while supporting revenue growth, product adoption, and long-term customer loyalty. This role collaborates closely with Executive Leadership, Sales, Product Management, Professional Services, Marketing, Finance, and Customer Support to develop scalable customer engagement strategies that strengthen business relationships and improve organizational performance.

Through customer-centric leadership, operational excellence, and data-driven decision-making, this position directly contributes to customer retention, recurring revenue growth, brand reputation, and sustainable business success.

Working Conditions

• Hybrid work environment based in Boston, Massachusetts.
• Standard Monday through Friday business schedule with flexibility to support global customer engagements.
• Regular interaction with executive customers, business leaders, and cross-functional teams.
• Occasional domestic and international travel for customer meetings, executive business reviews, and industry conferences.
• Fast-paced environment supporting enterprise clients across multiple industries.
• Company-provided technology and collaboration resources.

Job Function

The Customer Success Leader is responsible for leading customer success strategy, overseeing enterprise customer relationships, driving customer adoption and retention, managing high-performing customer success teams, and ensuring customers achieve measurable business outcomes through successful use of the organization’s products and services. This role aligns customer success initiatives with strategic business objectives to strengthen customer loyalty, accelerate revenue growth, and support long-term organizational success.

Compensation & Benefits

Compensation Package: $230,000 – $310,000 annually, based on leadership experience, enterprise SaaS expertise, customer success achievements, and overall qualifications.

Our comprehensive benefits package includes:

• Annual executive performance bonus
• Long-term incentive and equity opportunities
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with generous company matching
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Flexible paid time off and company holidays
• Paid parental and family leave
• Leadership development and executive coaching programs
• Tuition reimbursement and professional certification support
• Employee wellness and mental health resources
• Life, AD&D, and long-term disability insurance
• Employee Assistance Program (EAP)
• Home office and technology reimbursement
• Employee stock purchase plan (where applicable)
• Career advancement opportunities within a global technology organization

Why Join Us

Join an organization where customer success is a strategic priority and innovation drives everything we do. We believe that lasting customer relationships are built through exceptional leadership, collaboration, and measurable business outcomes.

As a Customer Success Leader, you will shape the future of our customer experience strategy, influence executive-level partnerships, and lead initiatives that directly contribute to customer growth, product adoption, and long-term business success. You’ll work alongside talented professionals in a culture that values innovation, leadership, and continuous learning while providing the opportunity to make a lasting impact on both our customers and our organization.