Senior Director, Customer Success

Summary

Join Ushur's Customer Success organization as a Senior Director, leading a high-performing team focused on driving customer outcomes, expanding relationships, and ensuring customer satisfaction and retention. You will develop and execute a customer success strategy, design customer success plans, and lead an Executive Sponsor Program. Responsibilities include managing at-risk accounts, overseeing Customer Success Operations, partnering cross-functionally, analyzing customer data, and building customer feedback loops. This role requires extensive experience in enterprise SaaS, strong leadership skills, and exceptional communication abilities. The position offers a competitive salary, bonus, and equity, along with comprehensive benefits.

Requirements

• 15+ years of professional experience in Customer Success, Account Management, Professional Services, or related customer-facing roles within enterprise B2B technology companies
• 8+ years of leadership experience, including managing and developing high-performing Customer Success teams, with at least 3–5 years leading other managers or directors
• Extensive experience in enterprise SaaS environments, with a strong understanding of subscription business models, customer lifecycle management, and recurring revenue growth strategies
• Proven success building and scaling Customer Success functions in fast-paced, high-growth startup or scale-up environments
• Demonstrated ability to manage large and complex enterprise customers, drive strategic engagements, and deliver measurable customer outcomes
• Exceptional communication, negotiation, and executive presence skills with a track record of influencing C-level stakeholders both internally and externally
• Strong analytical and operational mindset, with fluency in tools like Salesforce, Gainsight, Zendesk, and related CS and reporting platforms
• Deep understanding of customer segmentation, health scoring, journey orchestration, and value realization frameworks

Responsibilities

• Lead, mentor, and scale a team of Customer Success Managers (CSMs) and frontline leaders, ensuring alignment to customer goals and company strategy
• Develop and execute a customer success strategy focused on adoption, value realization, retention, and expansion across enterprise customers
• Design and drive customer success plans that align with customer business objectives and ensure measurable outcomes throughout the customer lifecycle
• Establish and lead an Executive Sponsor Program, facilitating strategic alignment, executive engagement, and advocacy at key accounts
• Implement and maintain clear health metrics, playbooks, and success plans to systematically manage and monitor customer engagement
• Effectively and proactively manage at-risk accounts, implementing structured mitigation plans to preserve customer trust and prevent churn
• Oversee the Customer Success Operations function, ensuring data integrity, tool optimization, process excellence, and scalable reporting systems
• Partner cross-functionally with Sales, Professional Services, Product, and Support to drive a seamless, unified customer experience
• Track and analyze customer data to identify trends, risks, and opportunities, and present actionable insights to executive stakeholders
• Own customer advocacy and escalations, building strong executive relationships with key accounts and acting as a trusted advisor
• Build and implement customer feedback loops, using data and qualitative input to drive continuous improvement in processes, products, and engagement models
• Promote a culture of accountability, learning, and innovation within the team to attract, retain, and develop top talent

Preferred Qualifications

• Experience in AI, automation, or digital transformation platforms and their application in regulated or process-intensive industries
• Proven ability to thrive in ambiguity and build structure, process, and teams from the ground up
• Knowledge of customer education, success operations, or enablement program design and delivery
• Advanced degree (MBA, MS, or equivalent) in Business, Technology, or a related field
• Background in management consulting or enterprise implementation services is a plus

Benefits

• $160,000 - $200,000 a year
• Bonus and equity
• Thriving Company Culture. At Ushur, we foster a values-driven culture that prioritizes respect, inclusion, and collaboration. We empower every individual to thrive, contribute innovative ideas, and make a meaningful impact in a supportive and dynamic environment
• Bring Your Whole Self to Work. We celebrate diversity and believe that innovative ideas thrive in an inclusive environment where every team member is valued. As a dynamic start-up, we recognize that every individual makes a significant impact
• Rest and Recharge. Take advantage of unlimited PTO, wellness days (10 per year), paid holidays (10 holidays + full week off at the end of December), and more to prioritize your well-being and maintain balance
• Comprehensive Health Benefits. We’ve got you covered with health, dental, and vision plans tailored to meet the needs of you and your loved ones, plus additional offerings like life insurance, accident coverage, and more
• Invest in Your Future. We provide a 401(k) plan to support your retirement savings and stock options to give you a stake in our company’s success and growth
• Embrace Growth. One of our core values is Growth Mindset – we believe in lifelong learning. We offer opportunities to support your development, including assistance with certifications and continuing education related to your role at Ushur
• Flexible Work Options. We understand the importance of flexibility. For employees based near our HQ, we offer a hybrid work model that balances collaboration and autonomy. Fully remote roles are available for employees located outside of the HQ area, ensuring everyone can thrive in an environment that works best for them