Director, Customer Success

Description

As Director, Customer Success, you will own the post-sale customer journey: onboarding, adoption, renewal, and expansion. You will build the function as an AI-native operation, using AI to give every customer more value from Reco without growing headcount in a straight line.

You will report to the SVP, Customer Success, and lead a team of Customer Success Managers. This is a player-coach leadership role for someone who wants to build, not just run, a function.

Responsibilities

Lead and scale the team

• Hire, coach, and develop Customer Success Managers, with clear goals, career paths, and a culture of ownership and technical curiosity.
• Design the coverage model, segmentation, and handoffs across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market customers.
• Make AI fluency a core competency in how the team hires, onboards, and is evaluated.

Drive customer outcomes

• Own gross and net revenue retention, adoption, and expansion across the customer base.
• Build success plans tied to real security outcomes, such as reduced shadow SaaS and shadow AI, faster time to remediate, and broader policy coverage.
• Serve as executive sponsor and escalation point for strategic accounts, and lead business reviews with CISOs and security leaders.
• Partner with Sales on renewals, expansion, and customer references.

Partner across the customer journey

• Work closely with the Support organization on escalations, so customers with critical issues get a coordinated response and clear communication from Customer Success.
• Partner with Product and Engineering to carry customer feedback, integration needs, and feature requests into the roadmap.
• Track and improve customer satisfaction, product adoption, and time to value.

Help customers succeed in the age of AI agents

• Become fluent in Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities, and coach the team to guide customers through agent discovery, governance policies, and response.

Operate with rigor

• Own team metrics, forecasting, and reporting to the SVP and executive team, and keep the Customer Success tech stack and processes sharp.

Requirements

• 10+ years in customer success or post-sale leadership at a B2B SaaS company, including 5+ years leading customer success teams.
• A track record of owning retention and expansion (GRR and NRR) and of building and scaling a Customer Success team.
• Credibility with CISOs and security practitioners, and enough technical depth in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations to lead technical conversations.
• Hands-on experience applying AI to customer success, such as LLM-based workflows, predictive health scoring, or automated customer engagement. You have built and measured it, not just bought a tool.
• A data-driven approach, with comfort in customer success platforms, CRM, and BI tools.
• Strong executive presence and communication skills, and experience leading a remote team.
• A builder’s mindset and comfort with the pace and ambiguity of a high-growth company.