Senior Director, Customer Success

Company Overview

At Enseo, we're redefining what hospitality technology can be.

We provide the technology for modern hospitality — helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities.

From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo's platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.

Position Overview

Enseo is seeking an experienced, results-driven Senior Director, Customer Success to lead and strengthen our Customer Success organization, with a focus on customer retention, adoption, account growth, and long-term customer relationships.

This is a hands-on leadership opportunity for someone who enjoys building teams, improving processes, and driving measurable results. The successful candidate will be responsible for developing and executing Customer Success programs, establishing clear performance expectations, and creating a proactive, consistent customer experience across our portfolio.

The Senior Director will work closely with Sales, Product, Operations, Support, and Engineering to improve customer satisfaction, strengthen retention, and identify opportunities for expansion.

We are looking for a leader who can balance strategic thinking with day-to-day execution, develop a high-performing team, and bring structure and accountability to a growing organization.

Key Responsibilities:

Customer Success Leadership

• Lead the execution of Enseo's Customer Success strategy, aligning team priorities with company growth and retention objectives.
• Manage, coach, and develop a high-performing Customer Success team with clear goals, accountability, and performance expectations.
• Establish consistent customer engagement standards, account coverage models, and service expectations.
• Build a proactive, customer-focused culture centered on responsiveness, relationship development, and measurable results.
• Identify opportunities to improve team efficiency, processes, and customer outcomes.

Customer Lifecycle Management

• Oversee the customer experience from implementation and onboarding through adoption, ongoing engagement, renewal, and expansion.
• Develop and implement standardized customer engagement plans, onboarding processes, and account review cadences.
• Establish customer health scoring, account success plans, and proactive risk identification processes.
• Implement playbooks for onboarding, customer adoption, renewal readiness, and customer advocacy.
• Ensure the team maintains strong relationships with key customer stakeholders and proactively addresses potential issues.

Customer Retention & Revenue Growth

• Drive customer retention initiatives and support achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
• Partner closely with Sales to identify expansion opportunities, upgrades, and additional product adoption within existing accounts.
• Develop a consistent approach to renewal planning, customer engagement, and churn prevention.
• Maintain visibility into renewal opportunities, customer risks, and expansion pipeline.
• Support customer revenue growth while strengthening long-term relationships and customer satisfaction.

Operational Excellence & Performance Management

• Establish and manage Customer Success KPIs, dashboards, and reporting to measure team performance and customer outcomes.
• Track and improve key metrics, including:
  • Net Revenue Retention (NRR)
  • Gross Revenue Retention (GRR)
  • Customer Churn
  • Product Adoption
  • Time-to-Value
  • Customer Health Scores
  • Net Promoter Score (NPS)
  • Customer Satisfaction (CSAT)
• Implement regular account reviews, performance reporting, and action plans to address customer risks and opportunities.
• Improve CRM utilization, data accuracy, workflows, and Customer Success reporting.
• Identify and implement process improvements that increase productivity, accountability, and customer engagement.

Cross-Functional Collaboration

• Partner with Sales to ensure smooth customer transitions, coordinated account strategies, and identification of growth opportunities.
• Work closely with Operations and Support to resolve customer issues, manage escalations, and improve the overall customer experience.
• Collaborate with Product Management to communicate customer feedback, product needs, and opportunities for improvement.
• Support Marketing initiatives involving customer references, testimonials, case studies, and advocacy programs.
• Serve as an escalation point for key customer relationships and work collaboratively across departments to resolve challenges.

Required Qualifications

• Bachelor's degree or equivalent relevant professional experience.
• 8+ years of progressive experience in Customer Success, Account Management, or related customer-facing leadership roles within SaaS, technology, or recurring revenue businesses.
• 4+ years of experience managing and developing Customer Success or Account Management teams.
• Demonstrated success improving customer retention, satisfaction, and account growth.
• Experience implementing Customer Success processes, performance metrics, and customer engagement programs.
• Strong understanding of subscription and recurring revenue models, customer lifecycle management, and retention strategies.
• Experience managing enterprise customer relationships and engaging with senior-level stakeholders.
• Strong analytical, financial, and operational skills, with the ability to translate data into actionable improvements.
• Excellent communication, problem-solving, and cross-functional collaboration skills.
• Ability to balance strategic priorities with hands-on execution in a fast-paced, evolving environment.

Preferred Experience

• Hospitality technology, telecommunications, managed services, or enterprise technology experience.
• Experience working with hotel brands, management companies, ownership groups, or multi-location enterprise customers.
• Experience with HubSpot, Salesforce, Gainsight, Totango, ChurnZero, or similar CRM and Customer Success platforms.
• Experience building or improving Customer Success programs in a growing organization.
• Familiarity with customer retention metrics, renewal forecasting, and recurring revenue growth.

Leadership Competencies

• Hands-on, results-oriented leadership
• Customer-first mindset
• Team development and coaching
• Operational excellence and accountability
• Data-driven decision-making
• Strong relationship management
• Cross-functional collaboration
• Process improvement and change management
• Problem-solving and adaptability
• High emotional intelligence

Physical Requirements

Working Conditions: This is a full-time hybrid/remote office environment. Some travel may be required.

Physical Activities: Occasional standing, stooping, and lifting up to 15 pounds.

Physical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motions.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.