Director, Customer Success

About the Role: As the Director, Customer Success, you will lead a team responsible for driving customer adoption, value realization, retention, and advocacy across a portfolio of customers. Reporting to the VP, Customer Success, you will translate the broader Customer Success vision into repeatable operating rhythms, strong team execution, and measurable customer outcomes. You'll be responsible for leading a frontline team, improving the consistency and scalability of the customer journey, and partnering cross-functionally with Sales, Product, Support, Professional Services and Marketing to help customers realize the full value of Pindrop's solutions.

Responsibilities

• Lead a team that is responsible for customer outcomes to drive subscription utilization, use case adoption, business value realization, renewal and upsell partnership.
• Drive proactive customer engagement strategies that improve product adoption, reduce risk, and strengthen retention across the portfolio.
• Monitor customer health, identify patterns that signal churn or compression risk, and ensure timely mitigation plans are in place.
• Hire, lead, and develop a high-performing Customer Success team with a strong culture of accountability, customer advocacy, and operational excellence.
• Provide coaching, performance management, and career development for team members.
• Serve as a senior escalation point for customer situations, helping to drive alignment, urgency, and trust during moments of risk or complexity.
• Work closely with Sales to support expansion planning, renewal readiness, and coordinated account execution.
• Implement and improve Customer Success processes, playbooks, and operating cadences that create consistency and scale across the team.

Requirements

• 10+ years of experience in Customer Success, Account Management, Customer Experience, or related functions.
• 3+ years of people leadership experience managing Customer Success Managers or similar customer-facing teams.
• Proven success managing or leading teams serving enterprise and strategic accounts.
• Strong track record of improving retention, customer health, adoption, and executive engagement.
• Experience building repeatable processes, playbooks, and operating rhythms in a scaling environment.
• Experience with Gainsight, Salesforce, and data/reporting tools; comfort using AI tools to improve team productivity.
• Industry experience in security, fraud, call center/CCaaS, identity, or enterprise SaaS preferred.
• Willingness to travel up to 25%.

Benefits & Compensation

• US Base Pay Range: $158,000 - $195,000 USD + annual discretionary bonus.
• Unlimited PTO so you can take time for rest when you need it.
• Fun team events, wellness programming, and more.