Ddome
Director of Customer Success
US - New York City. Posted 16 days ago
The role
The Director of Customer Success is a senior leader accountable for the global Customer Success Manager organization. This person will own retention strategies, build a scalable CSM function, and manage executive-level relationships for enterprise customers.
What you will do
- Own gross retention (GRR) and churn-prevention strategy
- Build and operationalize a customer health-scoring model
- Run a structured renewal process with CSMs
- Personally own executive-level relationships on top strategic and at-risk accounts
- Serve as the executive escalation point for enterprise customers
- Represent the voice of the customer to Product, Sales, and executive leadership
- Design and evolve CSM segmentation
- Build the CSM hiring plan, career ladder, and onboarding program
- Partner with CX leadership on the future shape of the CSM organization
- Report retention, NRR/GRR, and account health metrics to executive leadership
Required qualifications
- 10-12+ years in Customer Success at a B2B SaaS company
- 7+ years of people-leadership experience directly managing CSMs
- Ability to independently own and run a global, multi-region CSM organization
- Track record of directly moving gross retention/churn metrics
- Experience scaling a CS org through a headcount growth phase
- Strong executive presence
- Experience partnering with adjacent post-sale functions such as technical support or technical account management
- Fluency with CS platforms (e.g., Gainsight, Catalyst, Totango)
- Fluency with CRM (Salesforce)
- Based in New York City
- Ability to lead and regularly travel to a globally distributed team
Nice to have
- Prior experience managing managers
Benefits
- Hybrid and in-office options
- Complimentary snacks, drinks and social events
- $500 WFH stipend
- Comprehensive medical, dental, and vision coverage
- Annual stipend for professional development
- Events and workshops including two annual offsite events, summer & winter parties, and lunch & learns
- Gifts & care packages for parent care
- 27 days PTO + 13 national holidays
- 401(k) eligibility + matching
About the company
DataDome delivers real-time bot and agent trust management, giving businesses visibility and control over human, bot, or AI traffic. The company is a Leader in The Forrester Wave™ for Bot And Agent Trust Management Q2 2026.