Director, Customer Success

10+ years of experience in Customer Success, Account Management, or related SaaS roles.

Proven experience owning retention, renewals, and customer growth metrics at scale.

Strong understanding of Customer Success operating models, including segmentation and scaled engagement strategies.

Experience building and standardizing processes, playbooks, and performance frameworks.

Please note that specific customer contracts may impose

Versaterm does not use AI in the recruitment process.

The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time.

This role is accountable for building and scaling a high-performing Customer Success organization operating under a

“One Account, One Owner”

model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts.

The Director defines how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment—while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention.

The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.