Director of Customer Success

Summary

Join Idera as the Director of Customer Success and lead the global Customer Success function, overseeing the entire post-sale lifecycle from onboarding to renewal. Manage a team of Customer Success Managers (CSMs) and represent the customer's voice across the organization. You will be responsible for key SaaS growth metrics such as NRR, churn, expansion, and customer satisfaction. Collaborate closely with Sales, Product, and Marketing teams to ensure a seamless customer experience and maximize customer lifetime value. This role requires strong leadership skills, experience in SaaS metrics management, and familiarity with the Atlassian ecosystem. The ideal candidate is outcome-oriented, data-driven, and highly collaborative.

Requirements

• 5+ years in Customer Success or Account Management roles in B2B SaaS; 3+ years in leadership
• Strong experience managing and reporting on SaaS metrics and customer health
• Deep familiarity with the Atlassian ecosystem, especially Jira and Confluence
• Comfortable working with DevOps and technical buyer personas
• Strong command of tools like Hubspot, Jira, BI tools, and customer engagement platforms
• Outcome-oriented, data-driven, and highly collaborative

Responsibilities

• Lead and scale a high-performing Customer Success team
• Own and report on core SaaS metrics: NRR, churn, expansion, adoption, and customer health scores
• Design and optimize playbooks for onboarding, adoption, and renewals
• Partner with Sales on expansion opportunities and renewals
• Act as the executive sponsor for strategic accounts
• Drive insights from customer feedback to inform Product and GTM teams
• Maintain operational rigor through tools like Jira, Confluence, Hubspot, and BI dashboards
• Maintain a deep understanding of Xray Test Management for DevOps teams around the world, enabling them to scale quality