Director, Customer Success

Reco

. Own the post-sale customer journey: onboarding, adoption, renewal, and expansion .

Posted 10/21/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success leadership, focusing on retention and expansion strategies, AI fluency, and technical depth in SaaS and security practices. Proven ability to build and scale teams while driving customer satisfaction and product adoption.

Highest-signal resume keywords

Customer Success LeadershipRetention And Expansion StrategiesAI Application In Customer SuccessTechnical Depth In SaaS And SecurityData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementRetention Metrics (GRR, NRR)SaaS Technical KnowledgeAI WorkflowsPredictive Health ScoringAPIs And IntegrationsData AnalysisCustomer Success PlatformsCRM ProficiencyBusiness Intelligence Tools

Soft Skills

Strong Executive PresenceCommunication SkillsTeam LeadershipCoaching And DevelopmentBuilder's Mindset

Tools & Technologies

Customer Success Technology StackCRM SystemsBusiness Intelligence Tools

Industry Keywords

B2B SaaSCISO EngagementSecurity OutcomesOnboarding And AdoptionCustomer Journey Management

About the role

Key responsibilities & impact

Own the post-sale customer journey: onboarding, adoption, renewal, and expansion
Build the Customer Success function as an AI-native operation
Report to the SVP, Customer Success, and lead a team of Customer Success Managers
Hire, coach, and develop Customer Success Managers with clear goals, career paths, and a culture of ownership and technical curiosity
Design 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 hiring, onboarding, and evaluation
Own gross and net revenue retention, adoption, and expansion across the customer base
Build success plans tied to security outcomes, including reduced shadow SaaS and shadow AI, faster remediation, and broader policy coverage
Serve as executive sponsor and escalation point for strategic accounts
Lead business reviews with CISOs and security leaders
Partner with Sales on renewals, expansion, and customer references
Coordinate with Support on escalations and critical customer issues
Partner with Product and Engineering to bring customer feedback, integration needs, and feature requests into the roadmap
Track and improve customer satisfaction, product adoption, and time to value
Become fluent in Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities
Coach the team on agent discovery, governance policies, and response
Own team metrics, forecasting, and reporting to the SVP and executive team
Maintain the Customer Success technology stack and processes

Requirements

What you’ll need

10+ years in customer success or post-sale leadership at a B2B SaaS company, including 5+ years leading customer success teams
Track record of owning retention and expansion (GRR and NRR) and building and scaling a Customer Success team
Credibility with CISOs and security practitioners
Technical depth in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations sufficient to lead technical conversations
Hands-on experience applying AI to customer success, such as LLM-based workflows, predictive health scoring, or automated customer engagement; built and measured these solutions
Data-driven approach and comfort with customer success platforms, CRM, and BI tools
Strong executive presence and communication skills
Experience leading a remote team
Builder’s mindset and comfort with the pace and ambiguity of a high-growth company